Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the L2/L3 escalation boundary by establishing routing criteria, evaluating escalation quality, and reducing unnecessary L3 workload while ensuring customer time-to-resolution remains unaffected.

• Enhance and sustain escalation intake workflows, including triage standards, ticket maintenance, and handoff documentation for engineering collaborators.

• Monitor escalation health metrics and provide trend reports to engineering leadership; proactively identify capacity risks within engineering teams to prevent bottlenecks.

• Conduct escalation retrospectives to analyze resolution patterns and relay feedback into product and documentation improvements.

• Oversee, mentor, support, and nurture the AMER Technical Support Engineering team, focusing on technical expertise and debugging proficiency.

• Implement career leveling frameworks for individual contributor growth (L1 through L6); maintain high standards for promotions and ensure growth plans are concrete and actionable.

• Coordinate AMER handoffs with peer managers in APAC and EMEA to ensure quality follow-the-sun coverage, with clear ownership during each handoff and consistent SLA performance.

• Proactively identify and address skill gaps, especially in Linux fundamentals, container security, and Kubernetes environments.

• Manage the support tooling stack, which includes ticketing systems, AI-assisted triage, and deflection tools.

• Collaborate with engineering to develop and sustain LLM-assisted workflows for escalation intake, ticket quality assessment, and knowledge retrieval.

• Promote the adoption of AI tools across the team, understanding where automation enhances efficiency and where it may pose risks.

• Leverage support data to highlight product quality indicators and operational trends for engineering and product leadership.

• Act as the primary liaison between Technical Support Engineering and product engineering teams regarding escalated issues.

• Maintain a productive relationship with Customer Success and GTM teams while ensuring they do not set the standards for support quality or escalation criteria.

• Contribute to product feedback mechanisms through detailed, reproducible bug reports and actionable pattern analysis.

⛳️ Requirements

• A minimum of 4 years of experience managing technical support engineers or software engineers in a production-oriented setting.

• Proven ability to design and manage an escalation process rather than merely adhering to one.

• Technical credibility within the Linux ecosystem; adept at reading logs, understanding container runtimes, and engaging with engineering teams as an equal.

• Excellent written communication skills; capable of creating clear escalation summaries, retrospective reports, and metrics briefs for leadership.

• A history of developing engineers through constructive feedback, structured growth strategies, and well-calibrated performance discussions.

• Comfortable working within a globally distributed support organization with peer managers in diverse regions; strong handoff discipline is essential.

• Experience with container security, DevSecOps tools, Kubernetes, or open-source software ecosystems is highly preferred.

• Familiarity with Zendesk or similar ticketing platforms at an operational level, including workflows, configuration, and reporting, is strongly preferred.

• Exposure to AI-assisted support tools, LLM-based triage, or knowledge retrieval systems is strongly preferred.

🏝️ Benefits

• Flexible & Remote-First Culture: Enjoy the opportunity to work remotely with team meetup options, bi-annual destination summits, and a monthly stipend for coworking spaces, phone, and internet costs.

• Our Approach to Equity: Receive stock options upon hire and promotion. Additionally, you can take part in secondary offerings and have a generous 10 years to exercise your options (yes, you read that right: 10 years!).

• 100% Covered Health Insurance: We provide full coverage for your health, vision, and dental insurance premiums for you and your dependents, with no deductions from your paycheck.

• ∞ Flexible Time Off: Take the time you need to recharge and reset, ensuring you can do your best work.

• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the flexibility to use it all at once or spread it throughout your child's first year.