Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $140k - $165k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Chainguard

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🔐 Security

☁️ SaaS

🔒 Cybersecurity

Security • SaaS • Cybersecurity

Chainguard is a company that specializes in building secure container images to enhance software security and compliance. Their products include low-to-zero CVE container images, which are updated daily to maintain security and compliance standards such as FedRAMP, NIST 800-53, PCI-DSS, SOC2, and CIS benchmarks. Chainguard focuses on reducing vulnerabilities, automating compliance, and supporting development workflows without compromising on innovation and productivity. The company serves a wide range of industries, including highly regulated sectors, by providing hardened image solutions to mitigate software supply chain risks and enhance application security.

📋 Description

• Own the L2/L3 escalation boundary: define routing criteria, review escalation quality, and drive down unnecessary L3 load without increasing customer time-to-resolution. • Maintain and improve escalation intake workflows including triage standards, ticket hygiene, and handoff artifacts for engineering partners. • Track escalation health metrics and report on trends to engineering leadership; identify capacity risks in eng teams before they become bottlenecks. • Run escalation retrospectives to close the loop on resolution patterns and feed signal back into product and documentation. • Manage, coach, support and develop the AMER Technical Support Engineering team, with direct attention to technical depth and debugging rigor. • Operate career leveling frameworks for IC growth (L1 through L6); hold bar on promotions and ensure growth plans are actionable. • Coordinate AMER handoffs with APAC and EMEA peer managers to maintain follow-the-sun coverage quality: clear ownership at every handoff, with uninterrupted SLA performance. • Identify and close skill gaps proactively, particularly in Linux fundamentals, container security, and Kubernetes ecosystems. • 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 quality review, and knowledge retrieval. • Drive adoption of AI tooling across the team; know where automation adds leverage and where it introduces risk. • Use support data to surface product quality signals and operational trends to engineering and product leadership. • Serve as the primary interface between Technical Support Engineering and product engineering teams for escalated issues. • Maintain a functional relationship with Customer Success and GTM without allowing those teams to define support quality standards or escalation criteria. • Contribute to product feedback loops through reproducible, well-scoped bug reports and actionable pattern analysis.

🎯 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 • Technical credibility in the Linux ecosystem; comfortable reading logs, understanding container runtimes, and engaging with engineering teams as an active peer • Strong written communication; capable of writing clear escalation summaries, retrospective reports, and leadership-facing metrics briefs • Track record of developing engineers through real feedback, structured growth plans, and calibrated performance conversations • Comfort operating in a globally distributed support org with peer managers in other regions; strong handoff discipline. • Experience with container security, DevSecOps tooling, Kubernetes, or open source software ecosystems (strongly preferred) • Familiarity with Zendesk or similar ticketing platforms at an operational level (workflows, configuration, reporting) (strongly preferred) • Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems (strongly preferred).

🏖️ Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs. • Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!). • 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck. • ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset. • 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.