Customer Support Manager at Chainguard (Remote)

Imagine being at the heart of an organization that's redefining open source security for some of the biggest names in tech, from OpenAI to Snowflake. Here at Chainguard, we are dedicated to providing hardened, secure, and production-ready software that helps our customers build faster and stay compliant. We are searching for a Customer Support Manager to lead our AMER Technical Support Engineering team. This is a fully remote, worldwide opportunity, perfect for someone who isn't just managing a team but truly orchestrating a seamless, engineering-minded support experience for our valued customers. You will play a vital role in ensuring their success, directly impacting our growth and reputation.

Overview

Chainguard stands as a critical partner for organizations seeking the trusted source for open source software. We deliver hardened, secure, and production-ready builds of essential software components, enabling engineers and AI agents to operate with confidence. Our impressive customer base includes Fortune 500 enterprises and global industry leaders such as Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. We are backed by prominent venture capital firms including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.

As our Customer Support Manager, you will oversee the AMER Technical Support Engineering team. This team is an integral part of our broader global follow-the-sun support organization, situated within our Engineering department. Your core mission involves ensuring the highest quality and reliability of our escalation pathways. This means guiding customer-reported issues smoothly through to engineering resolution. You will essentially own the operational layer between L2 and L3 support, considering ticket routing, escalation criteria, handoff quality, and engineering capacity as a single, interconnected system, not separate challenges. This is a crucial, fully remote role, open to talented individuals worldwide, seeking an engineering-minded leader to drive excellence in customer support.

Key Responsibilities

Lead and manage the AMER Technical Support Engineering team, fostering a culture of excellence and continuous improvement.
Take full ownership of the operational processes governing the L2 to L3 escalation path, ensuring seamless transitions.
Develop and refine strategies for efficient ticket routing, guaranteeing issues reach the right experts swiftly.
Establish clear and effective escalation criteria, improving response times and resolution quality for complex problems.
Optimize the quality of handoffs between support tiers and engineering, promoting clear communication and shared understanding.
Monitor and manage engineering capacity in relation to support demands, proactively identifying and addressing potential bottlenecks.
Act as a critical bridge between customer-facing support and the core engineering teams, ensuring customer feedback informs product development.
Drive initiatives to enhance the overall customer experience by improving support processes and outcomes.
Collaborate with global support teams to maintain a consistent and high-quality follow the sun support model.

Requirements

Proven experience managing a technical support team, ideally within a software or cloud-native environment.
A strong engineering mindset, comfortable with technical concepts and capable of engaging with engineering teams.
Demonstrated expertise in optimizing operational workflows, particularly within L2 and L3 support escalation paths.
Experience with defining and implementing ticket routing, escalation criteria, and successful handoff procedures.
Ability to think about complex systems and their interdependencies, identifying areas for improvement in support operations.
Excellent communication and interpersonal skills, essential for leading a team and collaborating across departments.
A passion for customer success and a commitment to delivering exceptional support experiences.
Proficiency in English, given the global nature of our operations.

What You'll Gain

The opportunity to shape the future of technical support at a fast-growing, venture-backed company in the critical field of open source security.
A chance to work with a world-class team, solving challenging problems for leading global enterprises.
Significant impact on customer satisfaction and the overall efficiency of our engineering and support operations.
A fully remote work environment that offers flexibility and autonomy, allowing you to thrive from anywhere in the world.
Exposure to cutting-edge technologies and the chance to contribute to a product that makes a real difference in cybersecurity.
Professional growth and development within a supportive and innovative culture.