Chainguard

Customer Support Manager

United States - Remote

Sponsorship not specified$140k-$165kDetected 36 days ago

KubernetesLinuxSparkLLMsAgentic AICanvaAccountingCustomer SuccessCustomer SupportZendeskLeadershipCommunication

About the role

Your primary accountability is the quality and reliability of the escalation path:
from customer-reported issue to engineering resolution.

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 including triage standards, ticket hygiene, and handoff artifacts for engineering partners
Manage, coach, support and develop the AMER Technical Support Engineering team, with direct attention to technical depth and debugging rigor
Own the support tooling stack including ticketing systems, AI-assisted triage, and deflection tooling
We're building the best team in technology and are focused on hiring "Chainguardians" with unique backgrounds, perspectives, and experiences.

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)
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

Identify and close skill gaps proactively, particularly in Linux fundamentals, container security, and Kubernetes ecosystems
Contribute to product feedback loops through reproducible, well-scoped bug reports and actionable pattern analysis

Track escalation health metrics and report on trends to engineering leadership; identify capacity risks in eng teams before they become bottlenecks
Coordinate AMER handoffs with APAC and EMEA peer managers to maintain follow-the-sun coverage quality: clear ownership at every handoff, with uninterrupted SLA performance

We are customer obsessed - We focus on delivering solutions to our customers that create value and make their lives better.
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:
Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
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.

This listing is sourced directly from Chainguard's careers page and normalized into a canonical job model.