Customer Support Manager

About the Company

The company is a major player in the open source security space, focused on shipping hardened, production-ready builds of critical open source software. Its goal is to help organizations move quickly, remain compliant, and reduce the risks that come with using open source software. The customer base includes large enterprises and well-known technology leaders across industries, and the business is supported by top-tier venture investors.

About the Role

This remote U.S. leadership role oversees the Americas Technical Support Engineering function within a global follow-the-sun support model. The position is central to ensuring that customer issues are routed, escalated, and handed off efficiently and accurately all the way through engineering resolution.

The manager will own escalation operations, process quality, workflow health, and metrics tracking. The role also includes coaching and developing the support engineering team, strengthening technical depth, and improving debugging rigor. Close collaboration with teams in APAC and EMEA is required to maintain consistent coverage and seamless support handoffs.

In addition, the role involves working closely with support tooling, automation, and AI-assisted workflows to improve efficiency and enable better, data-backed decisions. The person in this role will act as the main connection point between support and product engineering, with a strong emphasis on cross-functional partnership, product feedback, and operational excellence.

Responsibilities

• Own the L2/L3 escalation boundary, set routing rules, and assess escalation quality to improve resolution speed.
• Strengthen escalation intake processes, triage standards, and handoff materials used by engineering partners.
• Track escalation health, spot capacity risks, and communicate trends to engineering leadership.
• Run retrospective reviews to understand resolution patterns and improve the overall process.
• Lead and grow the AMER Technical Support Engineering team, with an emphasis on debugging skill and technical depth.
• Introduce leveling frameworks, development plans, and growth opportunities for team members.
• Coordinate coverage with global teams so follow-the-sun support and SLA targets remain consistent.
• Identify capability gaps early, especially around Linux basics, container security, and Kubernetes.
• Oversee support systems, including ticketing tools, AI-enabled workflows, and automation.
• Work with engineering teams to build and refine AI- and automation-driven processes for intake and knowledge retrieval.
• Use support data to highlight product quality issues and operational trends for engineering and product stakeholders.
• Serve as the primary contact between Technical Support Engineering and product engineering for escalated matters.
• Maintain alignment with Customer Success and GTM teams while preserving strong support standards and escalation discipline.
• Contribute useful product feedback and bug reports based on pattern analysis and customer impact.

Requirements

• At least 4 years of experience managing technical support engineers or software engineers in a production environment.
• Hands-on experience building and running escalation processes.
• Credibility in the Linux ecosystem, including log review, container runtimes, and collaboration with engineering teams.
• Strong business writing skills for escalation summaries, reports, and leadership updates.
• Background in coaching engineers through feedback, structured development plans, and performance discussions.
• Comfort working in a globally distributed support organization.
• Exposure to support platforms such as Zendesk or similar ticketing systems.
• Experience with AI-assisted support tools, LLM-based triage, or knowledge retrieval is a plus.
• Knowledge of container security, DevSecOps tooling, Kubernetes, or open source ecosystems is preferred.

Benefits

• Remote-first and flexible work setup, with opportunities for team meetups and twice-yearly destination summits.
• Monthly stipend to help cover coworking, phone, and internet expenses.
• Stock options at hire and again upon promotion, plus participation in secondary offerings with a 10-year exercise window.
• Employer-covered health, vision, and dental premiums for employees and dependents.
• Flexible time off to support work-life balance.
• Paid parental leave of 18 weeks for birthing parents and 12 weeks for non-birthing parents, with flexible usage options.

Equal Opportunity

The employer is committed to equal opportunity and does not discriminate on the basis of race, religion, color, national origin, sex, pregnancy, childbirth, reproductive health decisions, sexual orientation, gender identity or expression, age, veteran status, disability, genetic information, political views, or other protected characteristics. Qualified applicants with criminal histories are also considered in line with applicable federal, state, and local laws.