Customer Support Manager

This remote Customer Support Manager role at Chainguard is a strong fit for IT Support Group readers who lead technical support engineering teams, own escalation operations, and work closely with engineering on reliability and resolution quality. The source listing explicitly shows a salary range of $140,000—$165,000 and focuses on the AMER Technical Support Engineering team. What you would work on: - 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 in - 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; - 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 a - Run escalation retrospectives to close the loop on resolution patterns and feed signal back into product and documentation Team Development Manage, coach, support and develop the AMER Technical Support Engineering team, Good fit if: - 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 Curated from Jobicy for IT Support Group readers. This is an external listing; use the apply link for the source listing and latest details.