Technical Support Engineer – Remote EMEA

About the Role

We’re looking for a Technical Support Engineer – Remote to join our dynamic team at Chainguard. As a key member of our support team, you will be the go-to person when customers encounter challenges with Chainguard Images. You’ll dive into technical mysteries, keep customers informed, and collaborate with Engineering to resolve issues before they escalate. This role goes beyond simple troubleshooting; you will tackle real, complex problems using modern tools like Docker, Kubernetes, GitHub, Helm charts, and Terraform. Your efforts will not only help customers feel empowered but also shape how Chainguard delivers world-class support. Join us for serious work, a fun team atmosphere, and a chance to make a significant impact.

What You'll Do

• Be the frontline agent: Triage, investigate, reproduce, manage, and resolve complex customer issues involving Chainguard Images.
• Escalate wisely: Engage the Engineering team when issues require advanced technical expertise.
• Communicate effectively: Keep customers and your SLAs happy, informed, and impressed with your communication skills.
• Bridge the tech lingo divide: Clearly explain technical concepts to both tech-savvy individuals and non-technical users.
• Document thoroughly: Create detailed write-ups of new issues and contribute helpful Knowledge Base articles.
• Channel your inner detective: Prioritize your own queue, drive clarity in communication, and proactively guide issues to resolution.
• Speak up smartly: Report bugs, feature requests, and hidden gremlins to Engineering and GTM teams.
• Learn, teach, repeat: Embrace new challenges, share your knowledge, and teach others your favorite GitHub tricks.
• Be there when it counts: 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.
• 3+ years of experience with Linux, Docker, and Kubernetes.
• Exceptional customer service skills with stellar written and verbal communication.
• Ability to collaborate across teams, including Engineering and Customer Success.
• Comfortable working in a DevOps environment: CI/CD, Linux, GitHub, Helm Charts, Terraform, and open-source technologies.
• Experience with AWS, Azure, or GCP; AWS EKS experience is a plus.
• Familiarity with security frameworks, software supply chain security, or vulnerability scanning is a bonus.
• KCNA or CKA certification is a plus, with aspirations to become a future Kubestronaut.
• Startup experience is advantageous, as is a curious mindset that learns quickly.

Nice to Have

• Experience in a fast-paced startup environment.
• Knowledge of security frameworks and vulnerability scanning.
• Additional certifications related to Kubernetes or cloud technologies.

What We Offer

• Competitive salary in the range of $70,000 to $90,000 per year.
• Fully remote work environment with flexible hours.
• Opportunities for professional growth and development.
• Collaborative and supportive team culture.
• Access to modern tools and technologies.
• Health and wellness benefits.
• Participation in an on-call rotation with additional compensation.