Opportunity overview
What you should know
We checked this opportunity from Chainguard. It is listed as United States.
The work location is USA. Employer-stated compensation: Salary not included in the job posting.
Job description
About this role
The Customer Support Manager leads Chainguard’s Americas Technical Support Engineering team within its global support organisation. The role owns the escalation path between customer-reported issues and engineering resolution for a remote United States team.
Responsibilities
- - Define L2 and L3 escalation routing criteria and review escalation quality.
- - Maintain escalation intake workflows, triage standards and engineering handoff documentation.
- - Track escalation health metrics and report operational trends to engineering leadership.
- - Manage, coach and develop the Americas Technical Support Engineering team.
- - Coordinate follow-the-sun handoffs with peer managers in APAC and EMEA.
- - Own support tooling and partner with engineering on AI-assisted support workflows.
Qualifications and requirements
- - At least four years managing technical support engineers or software engineers in a production-facing environment.
- - Demonstrated experience designing and operating an escalation process.
- - Technical credibility with Linux, logs and container runtimes.
- - Strong written communication for escalation summaries, retrospectives and leadership metrics.
- - A record of developing engineers through feedback and structured growth plans.
- - Experience operating within a globally distributed support organisation.
The description, responsibilities and qualifications used for this page and its JobPosting data appear above. Use the application action in the Job snapshot to confirm any later changes before applying.
Why you may be eligible
The source lists United States as the eligible location. Confirm that you meet any work-authorization, time-zone and experience requirements.
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How this listing was checked
- Source status
- Applicant-tracking source confirmed
- Employer or source
- Chainguard
- Source checked
- September 8, 2026
- Application destination
- Employer or official applicant-tracking website
- Work setup and location
- Remote · USA
- Who can apply
- United States · Confirmed by source
- Pay
- Not stated by employer
- Deadline
- Not stated by employer
We check the source and visible requirements, but the employer controls changes and the final hiring decision. Confirm the latest requirements before applying.