Customer Support Manager Chainguard

HelpfulRemote; Northern (KY); Hybrid; USD 140,000 - 165,000; Full time

Job summary

HelpfulRemote is seeking a remote-based AMER Technical Support Engineering Manager to lead a global follow-the-sun team under Engineering, owning the escalation path between L2 and L3, focusing on routing, handoffs, and capacity planning to keep resolutions fast.

The role requires 4+ years of managing technical support or software engineers in production, strong Linux and container credentials, and excellent written communication; nice-to-haves include container security, Kubernetes, Zendesk,

Qualifications

• 4+ years managing technical support or software engineers in production.
• Strong Linux and container ecosystem credibility.
• Excellent written communication and escalation-design experience.
• Remote work in USA with leadership responsibilities.

Responsibilities

• Lead the AMER Technical Support Engineering team within a global follow-the-sun organization.
• Own the escalation path between L2 support and L3 engineering, focusing on routing criteria and handoff processes.
• Drive engineering capacity planning to keep resolution times fast and reliable.
• Collaborate across Engineering and Support to improve escalation quality and tooling.

Skills

Technical leadership

Linux expertise

Container ecosystems

Written communication

Tools

Kubernetes

Zendesk

Job description

This role leads the AMER Technical Support Engineering team within a global follow-the-sun support organization sitting under Engineering. The manager owns the escalation path between L2 support and L3 engineering, focusing on routing criteria, escalation quality, handoff processes, and engineering capacity planning to keep resolution times fast and reliable.

The company wants someone with 4+ years managing technical support or software engineers in a production environment, technical credibility in Linux and container ecosystems, strong written communication, and experience designing escalation processes. Nice-to-haves include container security, Kubernetes, Zendesk, and AI-assisted support tooling experience.

The role is remote and based in the USA, with a stated base salary range of $140,000–$165,000 and periodic team meetups or summits.

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