Senior Technical Support Engineer, East

Chainguard; United States; Remote; USD 95,000 - 140,000; Full time

Job summary

Chainguard is seeking a Senior Technical Support Engineer to own complex customer issues, collaborate with Engineering, and deliver world-class support for Chainguard Images. You will work across Docker, Kubernetes, GitHub, Helm charts, Terraform, and related tools to resolve problems, inform customers, and prevent future incidents.

You will communicate clearly with enterprise customers, participate in on-call rotations, and contribute to knowledge base content while working with

Qualifications

• 5+ years supporting enterprise customers with a confident, calm approach.

Responsibilities

• Triage, investigate, manage and resolve complex customer issues involving Chainguard Images.
• Escalate to Engineering when needed and coordinate across teams to drive fixes.
• Communicate clearly with customers to meet SLAs and set expectations.
• Explain technical concepts to both engineers and non-technical stakeholders.
• Document new issues and contribute knowledge base content.
• Prioritize own queue and guide issues to resolution.
• Participate in on-call rotations for after-hours coverage.

Skills

Enterprise support

Linux

Docker

Kubernetes

Communication

DevOps

Cloud platforms

Open source security

CKA/CKAD/CKS/KCS

Tools

GitHub

Terraform

Helm charts

Job description

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk. Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.

The role, in a nutshell:

We’re looking for a Senior Technical Support Engineer who’s equal parts problem-solver, translator, and customer hero. You’ll be the go-to person when customers hit snags with Chainguard Images, digging into technical mysteries, keeping folks informed, and partnering with Engineering to squash bugs before they cause chaos. This isn’t just “reset the password and move on” support: you’ll work on real, complex issues with modern tools (Docker, Kubernetes, GitHub, Helm charts, Terraform, etc.), make customers feel like superheroes themselves, and help shape how Chainguard delivers world‑class support. Serious work, fun team, big impact.

What you’ll do:

• Be the frontline agent: Triage, investigate, manage, and annihilate complex customer issues involving Chainguard Images.
• Escalate wisely: Engage the Engineering team when things get spicy.
• Communicate like a pro: Keep customers (and your SLAs) happy, informed, and impressed.
• Bridge the tech lingo divide: Explain things clearly to both code whisperers and non-tech humans.
• Document like a librarian: Create detailed write-ups of new issues and throw helpful Knowledge Base nuggets into the mix.
• Channel your inner detective: Prioritize your own queue, drive clarity in communication, and proactively guide issues to resolution.
• Speak up smartly: Push bugs, feature requests, and hidden gremlins up to Engineering and GTM teams.
• Learn, teach, repeat: Seek new challenges, share wisdom, and maybe teach someone your favorite GitHub ninja trick.
• Be there when it counts: Participate in an on‑call rotation for after‑hours, weekend, and holiday support.

What we're looking for:

• You’ve spent 5+ years supporting enterprise customers with a confident, calm approach.
• 3+ years under your belt with Linux, Docker and Kubernetes. You dream in containers.
• You deliver top-tier customer experiences with stellar written and verbal communication.
• You're a cross‑functional harmony maker supporting teams across Engineering, Customer Success, and more.
• You're comfortable in the DevOps warzone: CI/CD, Linux, GitHub, Helm Charts, Terraform, Open source and all the good stuff.
• Experience with AWS, Azure, or GCP; AWS EKS experience is a plus.
• Extra kudos if you’ve flirted with security frameworks, software supply chain security, or vulnerability scanning.
• Extra kudos if you bring CKA, CKAD, CKS or KCS