• Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues. • Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality. • Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation. • Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends. • Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken. • Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.

• Be the frontline agent: Triage, investigate, reproduce, 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.

• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact. • Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains. • Proactively identifies and addresses issues prior to customer or executive escalation. • Reproduces customer issues in lab or test environments to validate root cause and confirm resolution. • Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement. • Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA. • Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices. • Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers. • Contributes technical insight related to emerging risks, architectural considerations, and support readiness. • Mentors and provides technical guidance to support engineers across all tiers. • Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation. • Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices. • Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues. • Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions. • Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes. • Provides technical input that informs product quality, platform stability, and support scalability. • Represents customer impact and operational risk during cross-functional discussions and incident reviews. • Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication. • Communicates complex technical findings and recommendations to both technical and non-technical stakeholders. • Maintains accountability for case progression, resolution quality, and documentation accuracy.

• Provide technical support to customers through telephone and other forms of communication • Provide resolutions to Hardware, Software, Assay and Training related calls • Distinguish between hardware, reagent, and software issues • Mentor and provide peer assistance for routine troubleshooting