Engineering-Driven Tech Support Manager

Chainguard, Inc.; United States; Remote; USD 140,000 - 165,000; Full time

Benefits offered by this job

Flexible & Remote-First Culture

Equity options

100% Health Insurance coverage

Unlimited Flexible Time Off

Paid Parental Leave

Job summary

Chainguard, Inc. is seeking a Support Manager to lead the AMER Technical Support Engineering team, ensuring quality and reliability in the customer support process. You will be responsible for managing escalations, improving workflows, and tracking metrics to enhance service quality.

The ideal candidate will have over four years of experience in technical support or software engineering, along with a solid understanding of Linux and container technologies. This role supports a remote-first culture with flexible work arrangements.

Qualifications

• 4+ years managing technical support engineers or software engineers in a production‑facing environment.
• Demonstrated ability to design and operate an escalation process.
• Technical credibility in the Linux ecosystem; comfortable reading logs and understanding container runtimes.

Responsibilities

• Own the L2/L3 escalation boundary and improve escalation intake workflows.
• Manage, coach, and support the AMER Technical Support Engineering team.
• Track escalation health metrics and report on trends to engineering leadership.

Skills

Technical knowledge in Linux ecosystem

Strong written communication skills

Experience in managing technical support teams

Analytical abilities for operational metrics

Tools

Zendesk or similar ticketing platforms

AI-assisted support tooling

Job description

Chainguard, Inc. is seeking a Support Manager to lead the AMER Technical Support Engineering team, ensuring quality and reliability in the customer support process. You will be responsible for managing escalations, improving workflows, and tracking metrics to enhance service quality.

The ideal candidate will have over four years of experience in technical support or software engineering, along with a solid understanding of Linux and container technologies. This role supports a remote-first culture with flexible work arrangements.