Director of Customer Engineering & Technical Support, Chainguard
$200-250k
+ Equity
Software supply chain security
Job no longer available
Software supply chain security
501-1000 employees
Job no longer available
$200-250k
+ Equity
501-1000 employees
Company mission
To make the software supply chain secure by default.
Role
Who you are
- The candidate should be able to display expert client management and advocacy skills and have a true passion for Customer satisfaction
- BS in Computer Science or related field, or equivalent experience
- Experience building and managing global customer engineering and/or support teams
- Ability to attract, hire and retain high-performing support professionals
- Ability to move quickly, driving business value and results
- Experience in effectively managing cross-functional teams and influencing key stakeholders
- Significant direct experience in developing, overseeing, measuring, and improving business processes
- Ability to understand and escalate issues efficiently and appropriately
- Great mediation skills, ability to manage escalations and resolve conflicts
- Strategic thinker with the ability to think and respond quickly in front of customers
- Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a technical and non-technical audience
- Deeply analytical: use frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders
- Experience working with complex, multi-divisional, multi-geographical customers
- Flexible approach, able to operate effectively with uncertainty and change
- Driven, self-motivated, enthusiastic and with a “can do” attitude
What the job involves
- As the Director, Customer Engineering & Technical Support, you will build out, grow, and manage the Customer Engineering (Professional Services) & Technical Support functions at Chainguard
- Your role will be to manage and grow the existing Customer Engineering team, while also building out and hiring our Technical Support Engineering team, when appropriate
- This role will be both detail oriented and tactical, as well as high level and strategic
- Lead the delivery of exceptional professional services and support to our customers, ensuring the highest quality of service and customer satisfaction
- Responsible for overseeing the design, implementation, and maintenance of our professional services and support processes and procedures
- Develop and implement strategies to ensure successful project delivery and growth
- Oversee the customer engineering team, and eventually the technical support team, including hiring, training, and managing staff
- Establish and maintain relationships with key stakeholders, such as customers, vendors, and partners
- Track and assign work allocation to the team, ensuring organized capacity planning, and support their growth and development
- Maintain service level agreements with clients
- Develop and maintain processes and procedures for the successful delivery of services and operational efficiency
- Coordinate and manage service project timelines, budgets, and objectives
- Identify, assess, and mitigate risks associated with projects
- Work in close partnership with Customer Success Management to monitor customer satisfaction, ensure quality of services, and take corrective action when needed
- Represent the Customer Engineering and Support team in escalating customer needs / prioritization of feature requests / customer issues with Product and Engineering
- Ensure that all service-related activities are compliant with company policies and industry regulations
- Provide input and guidance on pricing structures, contracts, and service delivery models
- Formalize and drive customer issue escalation process, with compliant internal SLAs between Support and Engineering organizations
- Creating KPIs that accurately measure the state of the business and provide leading insight for decision making
- Own ticketing system with the team - assigning tickets, customer escalations, and building dashboards for leadership and company’s easy consumption of trends and information
Our take
Developers rely on open source code and apps in their day to day work, but when the provenance of the code is unknown this creates potential weaknesses that cybercriminals can exploit. Chainguard exists to build security into the coding supply chain by making it possible for companies to enforce security policies based on auditable signatures baked into the code.
In the wake of huge cyber attacks, software supply chain security has been an area of major focus. However, most of this has surrounded the scanning and detection of threats. Chainguard's approach comes from the other end of the process, focusing on building security into the software itself.
Built by former engineers who are aware of developer workloads, Chainguard is designed to be easily installed and integrated into existing automation systems. The company has secured substantial funding, the latest of which will support more aggressive product and R&D spending as it looks to further boost sales.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2025
$280m
GROWTH EQUITY VC
Apr 2025
$356m
SERIES D
Total funding: $892m
Company benefits
- Equity/stock options
- Unlimited PTO
- Remote work with flexible coworking and team meetup opportunities
- Home office and internet stipend
- 100% health/dental/vision insurance coverage for you and your family
Company HQ
Everest, Kirkland, WA
Leadership
Dan Lorenc
(CEO & Co-Founder)Before co-founding Chainguard was a Software Engineer at Google, Disqus and Microsoft.
Kim Lewandowski
(CSO & Co-Founder)Prior to co-founding Chainguard was a Product Manager with Google. Before that was the Head of Product & Engineering at Brit + Co and the founder of Spotwag.
Matthew Moore
(CTO & Co-Founder)Was a Software Engineer at VMware, Google and Microsoft.
Ville Aikas
(Distinguished Engineer & Co-founder)Was a Senior Staff Engineer at VMware and a Software Engineer for Google and the University of Washingtom. Was previously Owner at VA Systems.
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