Technical Problem Solver

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $150,000

Job Title: Senior Technical Support Engineer

As a key member of our support team, you will work closely with customers to resolve complex technical issues related to Chainguard Images.

You will be responsible for triaging and investigating customer cases, collaborating with cross-functional teams, and escalating issues as needed.

A high level of technical expertise and problem-solving skills are required to succeed in this role.

The Role:
  • Triage and investigate complex customer requests related to Chainguard Images.
  • Collaborate with cross-functional teams to resolve customer issues.
  • Escalate issues to the Engineering team as necessary.
  • Provide timely communication to customers and maintain prescribed SLAs.
  • Communicate progress and fixes to both technical and non-technical users.
  • Use problem-solving skills 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.
  • Raise issues, bugs, and feature requests to the engineering and product teams.
  • Effectively manage customers and internal stakeholders to drive issues to resolution.
  • Regularly create and manage Knowledge Base content.
Requirements:
  • A curious individual who is continuously learning and has a strong intellectual drive for excellence.
  • 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.
  • 3+ years of experience working with Docker and Kubernetes.
  • Strong experience and passion for providing a superior customer experience via written and verbal communication.
  • Ability to collaborate effectively with cross-functional engineering teams, customer success, and business partners.
  • Familiarity with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts, and Terraform.
About Us:

We provide a secure foundation for software development and deployment. Our platform helps organizations eliminate threats in their software supply chains.

Our values include customer obsession, intentional action, and trusting each other.

Our benefits package includes flexible remote work options, 100% covered health insurance, and 18 weeks paid parental leave.

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