Chainguard

1 month ago

Customer Support Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 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

Website LinkedIn

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Chainguard

1 month ago

Customer Support Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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

Industry: Cybersecurity

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Seattle, United States

Founded: 2020

Website LinkedIn