RemoteLeaf Logo
Log in Sign up

Customer Support Manager

4 hours, 56 minutes 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 69

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

Similar Roles

ABC Legal Services

Customer Service Representative (Remote)

ABC Legal Services 251-1K Specialized Consumer Services

ABC Legal Services is hiring a remote Customer Support Specialist in Puerto Rico to resolve customer issues, manage orders, and coordinate with internal teams and process servers for its national service of process operations.

Puerto Rico Full-time Junior Customer Support
$25k-$25k
Confluence
4 hours, 26 minutes ago
MetroStar

Customer Support Operations Specialist (6630)

MetroStar 251-1K IT Services

MetroStar is seeking a Customer Support Operations Specialist to manage user accounts and access permissions in federal contract environments, ensuring requests are processed accurately and in line with security policies.

United States Full-time Junior Customer Support Operations Specialist
$64k-$74k
4 hours, 26 minutes ago
Human Interest

Senior Manager, Customer Success

Human Interest 251-1K Capital Markets

Human Interest is hiring a Senior Manager of Customer Support to lead its support management team and drive accurate, customer-first service for its retirement savings platform.

United States Full-time Lead Customer Support
$95k-$115k
4 hours, 41 minutes ago
Fundraise Up

Technical Support Engineer

Fundraise Up 51-250 Capital Markets

Fundraise Up is seeking a Technical Support Engineer to diagnose and resolve complex client issues across its global nonprofit fundraising platform and act as the customer voice for product improvement.

Argentina Full-time Mid Level Technical Support Engineer
$26k-$26k
Bull ClickHouse CSS Elasticsearch HTML JavaScript Kafka Koa MongoDB NestJS Node.js React Redis TypeScript Vue.js
4 hours, 41 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers