Director of Technical Support, Chainguard
$175-195k
+ 20% annual bonus + Equity
Software supply chain security company
Job no longer available
Software supply chain security company
201-500 employees
Job no longer available
$175-195k
+ 20% annual bonus + Equity
201-500 employees
Company mission
To make the software supply chain secure by default.
Role
Who you are
- Ability to attract, hire and retain high-performing Technical Support Engineers
- Excellent verbal, written, and presentation skills with the ability to absorb complex technical concepts and communicate them to a technical and non-technical audience
- Ability to move quickly, driving business value and results
- Driven, self-motivated, enthusiastic and with a “can do” attitude
- Bachelor’s degree (or equivalent experience) in a relevant field; advanced degree preferred. Technical Architecture, DevSecOps, and/or Kubernetes experience highly preferred
What the job involves
- As the Director of Technical Support, you will be responsible for building, leading, and scaling our Technical Support Engineering team to deliver exceptional customer experiences for our fast-growing customer base
- You will own the strategy, operations, and execution of technical support, fostering a customer-obsessed culture while empowering the team and refining our processes for continuous improvement
- This role reports directly to the VP of Customer Success
- Build, mentor, and scale a world-class Technical Support team, fostering a culture of collaboration, accountability, and continuous learning
- Set clear goals and performance metrics for the team to ensure high-quality, timely resolutions
- Lead the delivery of support to our customers, ensuring the highest quality of service and customer satisfaction
- Develop and implement scalable support processes, playbooks, and escalation frameworks to deliver consistent customer satisfaction
- Oversee support workflows, ticket management, and SLAs to ensure responsiveness and resolution
- Collaborate with Customer Success to proactively identify customer pain points and drive adoption. Act as the voice of the customer within Chainguard, championing customer needs and ensuring their success with our products
- Partner with Engineering to ensure timely fixes for escalated issues and contribute to product quality improvements
- Work closely with Product teams to provide actionable feedback based on customer interactions
- Evaluate and implement support technologies (e.g., ticketing systems, monitoring tools) to enhance efficiency and visibility
- Leverage analytics to track trends, identify gaps, and continuously improve the customer support experience
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, and by providing a security-first set of container images with no known vulnerabilities for cloud app developers.
In the wake of huge cyber attacks like the Log4j vulnerability and Solarwinds breach, software supply chain security has been an area of major focus for startups hoping to solve problems in this sector. However, most of these focus on scanning and detection of threats. Chainguard's approach comes from the other end of the process, focusing on building security into the software itself. It was built by former Google engineers aware of software developers existing workloads, so is designed to be easily installed and integrated into existing automation systems like Terraform.
Chainguard completed a Series C funding round led by Lightspeed Ventures in 2024, minting it as a new Unicorn on the cybersecurity scene. It is using this funding to expand its go-to-market internationally and expand its Chainguard Images product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2024
$140m
SERIES C
Nov 2023
$61m
SERIES B
Total funding: $256m
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 values
- Fun. Everything goes easier when we’re having fun! We do serious work, but we try not to take ourselves too seriously
- We have a Bias for Action. We’re a startup and we need to move fast. Speed is our friend!
- We are Customer Obsessed. We intently listen to their needs and value their feedback
- Open Source Excellence is key. OSS is a component of every software supply chain, and OSS is required to improve supply chain security
- Trust and Reputation. This one has two parts! We’re a security company, and our reputation is critical. Also, we hire great team members and trust them to do their work. We’re transparent with data, news, and decisions, to empower our team members to make the correct decisions
Company HQ
Everest, Kirkland, WA
Articles
Leadership
Dan Lorenc
(CEO & Co-Founder)Before co-founding Chainguard was a Software Engineer at Google, Disqus and Microsoft.
Kim Lewandowski
(Head of Product & 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
(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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