New Customer Support Manager

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.