Technical Support Engineer - Remote EMEA

About the Role

We’re looking for a Technical Support Engineer remote to join our team at Chainguard. In this role, you will be the go-to person when customers encounter issues with Chainguard Images, digging into technical mysteries and partnering with Engineering to resolve bugs effectively. This isn’t just about resetting passwords; you will tackle real, complex issues using modern tools like Docker, Kubernetes, GitHub, Helm charts, and Terraform. Your work will significantly impact how we deliver world-class support to our customers.

What You'll Do

• Be the frontline agent: Triage, investigate, reproduce, manage, and resolve complex customer issues involving Chainguard Images.
• Escalate issues wisely by engaging the Engineering team when necessary.
• Communicate effectively to keep customers informed and satisfied, ensuring their experience remains top-tier.
• Bridge the gap between technical jargon and customer understanding by explaining issues clearly to both technical and non-technical users.
• Document new issues thoroughly and contribute to the Knowledge Base with helpful insights.
• Prioritize your workload, driving clarity in communication and proactively guiding issues to resolution.
• Report bugs, feature requests, and other insights to the Engineering and GTM teams.
• Participate in an on-call rotation for after-hours, weekend, and holiday support.

Requirements

• 3+ years of experience supporting enterprise customers with a calm and confident approach.
• Proficiency with Linux, Docker, and Kubernetes; you should be comfortable in the DevOps environment.
• Exceptional written and verbal communication skills.
• Experience with CI/CD processes, GitHub, Helm Charts, Terraform, and open-source technologies.
• Familiarity with AWS, Azure, or GCP; AWS EKS experience is a plus.
• Knowledge of security frameworks, software supply chain security, or vulnerability scanning is a bonus.
• Possession of KCNA or CKA certification is advantageous.
• Startup experience is a plus, demonstrating your ability to navigate fast-paced environments.

Nice to Have

• Experience with security frameworks and vulnerability scanning.
• Prior knowledge of software supply chain security.
• Certifications such as KCNA or CKA.

What We Offer

• Flexible & Remote-First Culture: Work remotely with opportunities for team meetups and bi-annual destination summits.
• Equity: Receive stock options upon hire and promotion, with 10 years to exercise your options.
• 100% Covered Health Insurance: We cover all health, vision, and dental insurance premiums for you and your dependents.
• Flexible Time Off: Take the time you need to recharge and reset.
• 18 Weeks Paid Parental Leave: Generous leave for birthing and non-birthing parents.