Customer Support Manager
Core
Manage the AMER Technical Support Engineering team, owning the operational layer between L2 and L3 to ensure quality escalation paths and engineering resolution for open source software issues.
Role type
Senior IC Customer Support Manager (Technical Support Engineering)
Builds
Hardened, secure, production-ready builds of open source software for Fortune 500 enterprises and global industry leaders.
Domain
Cybersecurity / Open Source Software / Container Security
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical support team management, escalation process design, Linux ecosystem expertise, container runtime knowledge, Kubernetes familiarity, engineering peer collaboration, written communication, global team coordination, performance management, operational metrics analysis
Preferred skills
Container security, DevSecOps tooling, Zendesk operational expertise, AI-assisted support tooling, LLM-based triage
Technologies
Linux, Kubernetes, container runtimes, ticketing systems, AI-assisted triage tools, LLM workflows
Responsibilities
Define and maintain L2/L3 escalation routing criteria and handoff quality, coach and develop technical support engineers through career leveling frameworks, coordinate cross-region handoffs to maintain follow-the-sun coverage, own the support tooling stack including AI-assisted workflows, serve as primary interface between support and product engineering for escalated issues, track escalation health metrics and report trends to leadership
Seniority
Senior, hands-on IC with team management
