Customer Support Manager
C
ChainguardSoftware Security
Candidates residing in CST and EST time zones, CST, ESTFull-TimeManager
Salary140,000 - 165,000 USD per year
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Job Details
- Experience
- 4+ years managing technical support engineers or software engineers
- Required Skills
- KubernetesLinuxZendesk
Requirements
- 4+ years managing technical support engineers or software engineers in a production-facing environment.
- Demonstrated ability to design and operate an escalation process.
- Technical credibility in the Linux ecosystem; experience reading logs and understanding container runtimes.
- Strong written communication skills for reporting and escalation summaries.
- Experience developing engineers through growth plans and performance management.
- Comfort operating in a globally distributed support organization.
- Residency in CST or EST time zones.
Responsibilities
- Own the L2/L3 escalation boundary by defining routing criteria and improving intake workflows.
- Maintain and improve escalation intake, triage standards, and handoff artifacts.
- Track escalation health metrics and report trends to engineering leadership to identify capacity risks.
- Run escalation retrospectives to provide feedback into product and documentation.
- Manage, coach, and develop the AMER Technical Support Engineering team with focus on technical depth.
- Coordinate handoffs with APAC and EMEA peer managers to ensure follow-the-sun quality.
- Own the support tooling stack including ticketing systems and AI-assisted triage.
- Serve as the primary interface between Technical Support Engineering and product engineering teams.
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