New Customer Support Manager

Chainguard

Remote regions

US

Benefits

Unlimited PTO 18w maternity 12w paternity

Similar Jobs

See all

Escalation Operations:

  • Own the L2/L3 escalation boundary: define routing criteria, review escalation quality, and drive down unnecessary L3 load.
  • Maintain escalation intake workflows including triage standards, ticket hygiene, and handoff artifacts.
  • Track escalation health metrics and report on trends to engineering leadership.

Team Development:

  • Manage, coach, support and develop the AMER Technical Support Engineering team.
  • Operate career leveling frameworks for IC growth and hold bar on promotions.
  • Identify and close skill gaps in Linux, container security, and Kubernetes ecosystems.

Tooling and Automation:

  • Own the support tooling stack including ticketing systems, AI-assisted triage, and deflection tooling.
  • Partner with engineering to build and maintain LLM-assisted workflows.
  • Drive adoption of AI tooling across the team.

Chainguard

Chainguard is the trusted source for open source, delivering hardened, secure, and production-ready builds of open source software. They are a venture-backed company serving Fortune 500 enterprises, with a culture that values customer obsession, intentional action, and trust.

Apply for This Position