- Triage, investigate, manage, and resolve complex customer issues involving Chainguard Images.
- Engage Engineering when customer issues require escalation.
- Keep customers informed and manage service-level expectations.
- Explain technical issues clearly to technical and non-technical customers.
- Create detailed issue write-ups and contribute knowledge-base content.
- Prioritize the support queue and proactively guide issues to resolution.
- Raise bugs, feature requests, and other issues with Engineering and GTM teams.
- Participate in an on-call rotation for after-hours, weekend, and holiday support.