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Senior Technical Support Engineer - India Coverage

Chainguard

Chainguard

IT, Customer Service
Italy · Spain
Posted on Tuesday, July 9, 2024

Open Source has taken over the world of software development; however, the largest trade-off still persists: security. Companies spend an enormous amount of time and resources patching and fortifying open source software in order to ship with confidence & compliance.

Founded by the industry's leading experts on open source software, security and cloud native development, Chainguard has built the largest library of open source software that is secure by default. Customers including Snowflake, Canva, and HPE rely on Chainguard to build securely with open source software across the organization.

Chainguard is the safe source for open source.

About Us

We live and breathe our company values:

We are customer obsessed - Our true advantage is the strength of our relationships with customers through collaboration, empathy, and responsiveness. We establish trust as we educate, advocate, and listen to their needs. Our focus is on delivering solutions to our customers that create value and make their lives better.

We have a bias for intentional action - We’re a start-up and we need to move fast. However we need to move fast through intentional action to make sure we’re able to deliver quickly and efficiently on what is most impactful to our collective success. We prioritize, plan, try things, and fail fast. We think about how what we do impacts other teams and communicate our progress - owning the whole solution from start to finish. If we move fast enough, we can make two or three mistakes, learn, and correct them before competitors even make their first decision.

We don’t take ourselves too seriously (but we do serious work) - Though we are solving an important problem which takes focus and a degree of seriousness, we don’t take ourselves too seriously while we do. We laugh, have fun, embrace uniqueness, and enjoy the journey. Together.

We trust each other and assume good intentions - We hire great team members and trust them to do their work. We’re transparent with data, news, and decisions - positive or negative - to empower team members to make well informed decisions. Showing up for each other fully means we celebrate each other’s accomplishments as well as give compassionate direct feedback when needed. We always default to assuming good intentions.

*Must be located in India, Turkey, Italy, or Spain*

The role, in a nutshell:

As a Senior Technical Support Engineer, you will be part of the Customer Success organization at Chainguard, working directly with our customers and collaborating closely across multiple cross functional teams. You are an experienced enterprise software support professional with a high technical aptitude and a passion for highly complex technical problem solving. You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience.

What you’ll do:

  • Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images
  • Escalate issues to the Engineering team as needed
  • Provide timely communication to customers, maintaining prescribed SLAs
  • Communicate progress of issues and fixes to both technical and non-technical users
  • Use your problem solving and creativity to derive solutions for customers
  • Document detailed investigations of new issues
  • Prioritize customer cases in your own queue
  • Drive communication standards for technically complex issues while maintaining a customer obsessed mindset
  • Raise issues, bugs, and feature requests to the engineering and product teams
  • Effectively manage customers and internal stakeholders to proactively drive issues to resolution
  • Drive requirements for supporting the product along with the wider Go-to-market (GTM) teams
  • Regularly create and manage Knowledge Base content
  • Proactively seek out learning opportunities and challenges
  • Be a team player - collaborating, teaching, and learning across several different cross functional groups
  • Eventually, participate in an on-call rotation for after hours, holiday, and weekend support coverage
  • Must be able to cover India business hours (9:30am - 5:30pm IST)

What we're looking for:

  • You must be a curious individual who is continuously learning, has a strong intellectual drive for excellence, and has the desire to develop solutions to complex problems
  • Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience
  • 5+ years of experience supporting enterprise customers in a highly technical support role
  • Strong experience, and passion for, providing a superior customer experience via thoughtful and excellent written and verbal communication
  • Ability to collaborate effectively with cross functional engineering teams and business partners
  • Must be familiar with CI/CD concepts, Docker, Kubernetes, GitHub, and Terraform
  • Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning
  • Startup experience preferred

A few of the benefits we offer (for our full time employees):

  • Equity/stock options
  • Unlimited PTO
  • Remote work with flexible coworking and team meetup opportunities
  • Home office and internet stipend
  • 100% health/dental/vision insurance coverage for you and your family

If your experience is close but doesn’t fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring “Guardians'' with unique backgrounds, perspectives, and experiences.

Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

For US based roles - Chainguard participates in E-Verify and will provide the federal government with employee Form I-9 Information to confirm authorization to work in the U.S. Chainguard, Inc. only uses E-Verify once a candidate has accepted a job offer and completed the Form I-9. If E-Verify cannot confirm that an employee is authorized to work, Chainguard, Inc. will give the employee written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so the employee can begin to resolve the issue before any adverse employment action is taken. For more information about your right to work, please see the Notice of Right to Work.

By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard’s Privacy Policy.