Chainguard

Chainguard

Customer Support Manager

USARemotePosted Today$140,000 – $165,000
Full TimeMidRemoteUS

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Job Description

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organiza

Key Highlights

  • Own the L2/L3 escalation boundary: define routing criteria, review escalation quality, and drive down unnecessary L3 load without increasing customer time-to-resolution
  • Maintain and improve escalation intake workflows including triage standards, ticket hygiene, and handoff artifacts for engineering partners
  • Track escalation health metrics and report on trends to engineering leadership; identify capacity risks in eng teams before they become bottlenecks
  • Run escalation retrospectives to close the loop on resolution patterns and feed signal back into product and documentation
  • Manage, coach, support and develop the AMER Technical Support Engineering team, with direct attention to technical depth and debugging rigor

Qualifications

Preferred Qualifications

  • Experience with container security, DevSecOps tooling, Kubernetes, or open source software ecosystems
  • Familiarity with Zendesk or similar ticketing platforms at an operational level (workflows, configuration, reporting)
  • Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems
  • Experience with container security, DevSecOps tooling, Kubernetes, or open source software ecosystems
  • Familiarity with Zendesk or similar ticketing platforms at an operational level (workflows, configuration, reporting)
  • Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems

Skills & Technologies

LinuxKubernetes

About the Company

Chainguard

Chainguard

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Job Details

Employment Type

Full Time

Experience Level

Mid

Salary Range

$140,000 – $165,000

Location

USA

Work Mode

Remote

Posted

Today

Country

US