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Customer Support Manager

1 month ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
DevSecOps Kubernetes Linux LLM
Apply Now
Chainguard

Chainguard

Chainguard: Fortified Software Delivery Security for developers and CISOs, ensuring secure by default infrastructure and zero workflow friction.

Internet Software & Services
51-250
Founded 2021
$55M raised
View All Jobs 59

Description

  • Own the L2/L3 escalation boundary by defining routing criteria, reviewing escalation quality, and reducing unnecessary L3 load without increasing time-to-resolution.
  • Maintain and improve escalation intake workflows, including triage standards, ticket hygiene, and handoff artifacts for engineering partners.
  • Track escalation health metrics, report trends to engineering leadership, and identify capacity risks before they become bottlenecks.
  • Run escalation retrospectives and feed resolution patterns and product/documentation gaps back into the organization.
  • Manage, coach, support, and develop the AMER Technical Support Engineering team with emphasis on technical depth and debugging rigor.
  • Operate career leveling frameworks for IC growth from L1 through L6 and ensure promotions and growth plans are well-calibrated.
  • Coordinate handoffs with APAC and EMEA peer managers to maintain high-quality follow-the-sun coverage and uninterrupted SLA performance.
  • Own the support tooling stack, including ticketing systems, AI-assisted triage, and deflection tooling.
  • Partner with engineering to build and maintain LLM-assisted workflows for escalation intake, ticket review, and knowledge retrieval.
  • Serve as the primary interface between Technical Support Engineering and product engineering for escalated issues and reproducible bug reporting.

Requirements

  • 4+ years managing technical support engineers or software engineers in a production-facing environment.
  • Demonstrated ability to design and operate an escalation process, not just follow one.
  • Strong technical credibility in the Linux ecosystem, including comfort reading logs and understanding container runtimes.
  • Strong written communication skills for escalation summaries, retrospective reports, and leadership-facing metrics briefs.
  • Track record of developing engineers through feedback, structured growth plans, and calibrated performance conversations.
  • Comfort working in a globally distributed support organization with peer managers in other regions and strong handoff discipline.
  • Experience with container security, DevSecOps tooling, Kubernetes, or open source software ecosystems is preferred.
  • Operational familiarity with Zendesk or similar ticketing platforms is preferred.
  • Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems is preferred.

Benefits

  • Base salary range of $140,000 to $165,000 USD.
  • Flexible remote-first work environment with team meetup opportunities and bi-annual destination summits.
  • Monthly stipend for coworking spaces, phone, and internet costs.
  • Stock options upon hire and promotion, plus access to secondary offerings and 10 years to exercise options.
  • 100% employer-covered health, vision, and dental insurance for employees and dependents.
  • Unlimited flexible time off.
  • 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.

Interested in this position?

Apply directly on the company website

Apply Now

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