Senior Technical Support Engineer - AMER West Region

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.

This role requires working hours aligned with Pacific Time (PST) to support our West Coast customers and collaborate closely with the AMER team.

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: C