Customer Support Manager

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

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

Familiarity with Zendesk or similar ticketing platforms at an operational level (workflows, configuration, reporting)

Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems

Your success will be evaluated on outcomes that require both technical judgment and operational discipline:

L3 escalation score (quality and completeness of escalations reaching engineering)

Mean time to resolution on P0 and P1 tickets

L2 deflection rate with explicit accounting for customer time-to-resolution, not raw deflection volume

Engineer retention and growth within your team

Coverage model reliability: no dropped handoffs, no SLA misses due to scheduling gaps

We live and breathe our company values:

We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.

We have a bias for intentional action — We prioritize, plan, try things, and fail fast.

We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.

We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.

A few of the benefits we offer:

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.

If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in technology and are focused on hiring "Chainguardians" with unique backgrounds, perspectives, and experiences.

Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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