Customer Support Manager

Chainguard
United States
Workplace: RemoteFull timeUSD 140,000 - 165,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Communication","Leadership","Problem-solving"]

Engineering-minded customer support leader responsible for the AMER Technical Support Engineering team. Drives escalation quality and routing between L2/L3, manages talent across IC levels, and partners with product/engineering to improve processes, tooling, and customer outcomes in a global follow-the-sun support organization.

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FursaFursa
Chainguard
Chainguard
2 months ago

Customer Support Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Engineering-minded customer support leader responsible for the AMER Technical Support Engineering team. Drives escalation quality and routing between L2/L3, manages talent across IC levels, and partners with product/engineering to improve processes, tooling, and customer outcomes in a global follow-the-sun support organization.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own and optimize the L2/L3 escalation boundary including routing criteria and escalation quality to reduce unnecessary L3 load while preserving customer time-to-resolution.
  • •Maintain and improve escalation intake workflows, triage standards, ticket hygiene, and handoff artifacts for engineering partners.
  • •Track escalation health metrics and report trends to engineering leadership, identifying capacity risks before bottlenecks form.
  • •Run escalation retrospectives to feed signal back into product and documentation.
  • •Manage, coach, and develop the AMER Technical Support Engineering team with focus on technical depth and debugging rigor, implementing career leveling frameworks and growth plans.

Pay and Benefits

Salary: USD 140,000 - 165,000 annually
Equity and Bonus:Equity
Perks:Remote WorkHealth InsuranceEquityLearning BudgetPension401kPaid Leave

Key Requirements

  • •4+ years managing technical support engineers or software engineers in a production-facing environment.
  • •Experience designing and operating an escalation process, not just following 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.
Experience:4+ yearsOpen sourceCloudSaaS
Skills:CommunicationLeadershipProblem-solving
Languages:English
Tech Stack:LinuxContainerKubernetesZendeskLLMAI toolingTicketingLogsGitHubProductionEscalation

Company Brief

Chainguard
Builds software supply chain security solutions for containerized and Kubernetes-native environments, offering tools for secure builds, attestations, vulnerability scanning, and policy enforcement to help organizations deploy trustworthy software at scale.
Industry: Cybersecurity
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series C
Headquarters: Seattle, United States
Founded: 2020
WebsiteLinkedIn