Technical Support Escalation Manager

Chainguard; United States; On-site; USD 140,000 - 165,000; Full time

Benefits offered by this job

Flexible & Remote-First Culture

Equity options upon hiring

100% Covered Health Insurance

Flexible Time Off

18 Weeks Paid Parental Leave

Job summary

Chainguard is looking for a Manager for their AMER Technical Support Engineering team. In this role, you'll drive quality and reliability in support escalations, and ensure effective team development and operational discipline.

The ideal candidate will have at least 4 years of management experience in a technical support setting, strong skills in Linux, and excellent written communication abilities. This role allows for remote work with flexible hours and a supportive work culture.

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.
• Strong written communication skills.

Responsibilities

• Manage, coach, support, and develop the AMER Technical Support Engineering team.
• Own the L2/L3 escalation boundary and track escalation health metrics.
• Own the support tooling stack and partner with engineering.

Skills

Technical support engineering management

Linux ecosystem

Strong written communication

Tools

Zendesk

Container security

Kubernetes

Job description

Chainguard is looking for a Manager for their AMER Technical Support Engineering team. In this role, you'll drive quality and reliability in support escalations, and ensure effective team development and operational discipline.

The ideal candidate will have at least 4 years of management experience in a technical support setting, strong skills in Linux, and excellent written communication abilities. This role allows for remote work with flexible hours and a supportive work culture.