Global Tech Support Escalations Lead (Remote)

Chainguard; Springfield (VA); Hybrid; USD 140,000 - 165,000; Full time

Benefits offered by this job

Flexible & Remote-First Culture

100% Covered Health Insurance

Flexible Time Off

18 Weeks Paid Parental Leave

Job summary

Chainguard is hiring a Support Manager to lead the AMER Technical Support Engineering team in Springfield, Virginia. This role focuses on ensuring quality in the escalation process while enhancing customer experience through effective team management.

The candidate should have a strong technical background and proven experience in managing production-facing support teams. Benefits include remote work options, health insurance coverage, and generous parental leave.

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 engaging with engineering teams.

Responsibilities

• Own the L2/L3 escalation boundary and define routing criteria.
• Manage, coach, and develop the AMER Technical Support Engineering team.
• Drive adoption of AI tooling across the team.

Skills

Technical support management

Customer relationship skills

Linux ecosystem knowledge

Strong written communication

Engineering capacity understanding

Tools

Zendesk

AI-assisted triage tools

Job description

Chainguard is hiring a Support Manager to lead the AMER Technical Support Engineering team in Springfield, Virginia. This role focuses on ensuring quality in the escalation process while enhancing customer experience through effective team management.

The candidate should have a strong technical background and proven experience in managing production-facing support teams. Benefits include remote work options, health insurance coverage, and generous parental leave.