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Customer Support Manager at Chainguard | All Remote Jobs

Chainguard

Customer Support Manager

United States · remote · USD 140000-165000 annual

Role overview

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk.

Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake.

Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.

The role, in a nutshell:

You will manage the AMER Technical Support Engineering team, part of a broader global follow-the-sun support organization under the Engineering organization. Your primary accountability is the quality and reliability of the escalation path: from customer-reported issue to engineering resolution. You own the operational layer between L2 and L3, which means you think about ticket routing, escalation criteria, handoff quality, and engineering capacity as an interconnected system, not as separate concerns.

This role is for an engineering-minded Support Manager with deep technical knowledge and strong customer relationship skills -- someone who can drive rigorous engineering outcomes while delivering an exceptional customer experience.

What you'll do:

Escalation Operations

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
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 and feed signal back into product and documentation

Team Development

Manage, coach, support and develop the AMER Technical Support Engineering team, with direct attention to technical depth and debugging rigor

Apply on source siteListed via Himalayas

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.

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Customer Support Manager

Role overview

The role, in a nutshell:

What you'll do:

Escalation Operations

Team Development

Tooling and Automation

Cross-Functional Execution

What We Are Looking For:

Nice to have:

How This Role Is Measured:

About Us

We live and breathe our company values:

A few of the benefits we offer:

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