Customer Support Manager

We Are Looking For: 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 Candidates residing in CST and EST time zones Nice to have: 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 How This Role Is Measured: 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 Base Salary Range $140,000 — $165,000 USD About Us 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. By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard's Global Candidate Privacy Notice . ©2026 Chainguard. All Rights Reserved.