• Work remotely with customers to diagnose BAXS instruments like X-ray diffractometers, Fluorescence spectrometers, Single crystal diffractometers, Optical emission spectrophotometers • Optimize instrument and/or accessory performance to meet specification • Create and maintain record of activity in support database • Provide a great customer experience through the entire support process • Effectively communicate with end-users to identify and resolve technical issues

• Serves as the main point of contact for our service desk requests • Supports our customers through their inquires with a supportive and patient demeanor • Participates in software testing and our integration with the ESRI products • Solves software-related problems that our customers encounter • Coordinates with colleagues for more advanced issues and to share customer feedback • Prepares written training materials to be used by our Solutions teams as well as training videos for our customers

• Provide support to partner accountants via chat, Google Meet, or phone; • Quickly and accurately resolve partner accountants' questions about the Accountant Panel module; • Create step-by-step guides for procedures performed in the system, in image, text, or video formats, to address clients' questions; • Escalate systemic or seemingly unsolvable issues to the Product Specialists team for analysis and resolution; • Redirect any inquiries (chat or phone) outside your area of responsibility to the appropriate department, ensuring the client is assisted by the correct team; • Work consultatively, going beyond immediate requests and seeking to understand whether the accountant is receptive to additional value-added offerings from the Omie ecosystem.

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.