Role Description 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. Serious work, fun team, big impact. - 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. Qualifications - 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: CI/CD, Linux, GitHub, Helm Charts, Terraform, Open source and all the good stuff. - Experience with AWS, Azure, or GCP; AWS EKS experience is a plus. - Extra kudos if you’ve flirted with security frameworks, software supply chain security, or vulnerability scanning. - Extra kudos if you bring CKA, CKAD, CKS or KCSA certs and aspire to be a future Kubestronaut. - Startup experience? Even better. You’ve navigated fast lanes before. - A curious soul who learns faster than a caffeinated squirrel. - You hold a bachelor’s degree (STEM preferred) or have equivalent battle scars from the real world. Requirements - Base Salary Range: $128,000 — $140,000 USD Benefits - Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs. - Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!). - 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck. - ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset. - 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.

• Providing triage, prioritizing, and resolving technical issues for our top customers. • Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix. • Working with Forward Engineering teams to resolve customer issues. • Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.

• Provide technical assistance and support for upcoming queries and issued related to computer systems, software, and hardware  • Assist in installation, configuration, and maintenance of IT infrastructure, including servers, networks, and other IT systems  • Diagnose and resolve technical hardware and software issues promptly, escalating problems as necessary  • Maintain accurate records and documentation of IT assets, configurations, and procedures  • Ensure IT systems are compliant with security policies and standards, including antivirus updates, patch management, and access control  • Assist in the deployment and management of software applications, updates, and licenses across organization  • Participate in backup and disaster recovery processes to ensure data integrity and availability  • Monitor system performance and capacity, identifying and resolving issues proactively  • Liaise with vendors and service providers to resolve technical uses and procure necessary IT equipment and services  • Work as part of our Helpdesk team, logged into hunt groups, and answer client calls professionally throughout the day. • Handle both external customer tickets and internal support requests, ensuring timely and effective resolution.

Role Description As a Technical Support Specialist, you are dedicated to making sure every customer interaction ends with a solution. You'll be the person our customers turn to when they hit a roadblock, diagnosing technical issues, walking them through the platform, and making sure they have what they need, leveraging our software to help them be successful. Technical Support Specialists at Inktavo combine deep product knowledge with a hands-on approach to problem-solving. Whether it's feature education, troubleshooting, or simply helping a customer feel heard, your focus is always on getting them back on track quickly and confidently. You'll work with businesses across the decorated apparel, signage, and promotional products industries, helping them get the most out of our platform every single day. Day in the Life - Respond to inbound support requests via email and phone, diagnosing and resolving technical issues in a timely manner. - Take ownership of your tickets in Zendesk, owning the customer experience from start to end. - Lean on your team and support them in return, sharing knowledge and maintaining a culture of accountability and dependability. - Look for solutions independently first, taking time to think through the problem before escalating. - Guide customers through platform features, configurations, and integrations to ensure they are set up for success. - Investigate and document bugs, escalating complex issues up the team with clear reproduction steps. - Maintain detailed notes on troubleshooting and next steps on your tickets to ensure an efficient and consistent workflow. - Identify patterns in support tickets to proactively flag recurring issues and contribute to product improvement discussions. - Develop and contribute to help center documentation, FAQs, and internal knowledge base articles. - Collaborate cross-functionally with Customer Success, Sales, and Product teams to advocate for customer needs. Qualifications - Bachelor's degree or equivalent work experience in a technical or customer-facing role. - 1+ years of experience in technical support, SaaS support, or a related field. - Strong troubleshooting and analytical skills with the ability to break down complex problems clearly. - Excellent verbal and written communication skills. - Strong proficiency with Zendesk preferred, or similar ticketing systems. - Comfortable working with web-based platforms. Requirements - Industry experience in a print/signage shop, e-commerce. - Knowledge of QuickBooks Online. - Familiarity with API integrations. Benefits - Competitive benefits. - Unlimited PTO. - Remote work available for U.S.-based candidates. - 401(k) with employer match. - Paid parental leave. - In-office benefits for those local to Dallas, TX: - Catered lunches. - Casual office atmosphere & located in the Design District. - Fully stocked kitchen.