[Remote] Customer Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a trusted reputed company for reputed company reputed company software, helping organizations build faster and stay compliant. The company is seeking a Customer Support Manager to manage the reputed company Technical Support Engineering team, ensuring quality and reliability in the escalation process from customer issues to engineering resolution.

Responsibilities

• 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 reputed company artifacts for engineering partners
• Track escalation health metrics and report on trends to engineering leadership; identify reputed company risks in reputed company teams before they become bottlenecks
• Run escalation retrospectives to reputed company the reputed company on resolution patterns and feed signal back into product and documentation
• Manage, coach, support and reputed company the reputed company Technical Support Engineering team, with direct attention to technical depth and debugging rigor
• Operate career leveling frameworks for IC growth (L1 through L6); hold bar on promotions and ensure growth plans are actionable
• Coordinate reputed company handoffs with reputed company and EMEA peer managers to maintain follow-the-sun coverage quality: clear ownership at every reputed company, with uninterrupted SLA performance
• Identify and reputed company reputed company gaps proactively, particularly in Linux fundamentals, container reputed company, and Kubernetes ecosystems
• Own the support tooling stack including ticketing systems, AI-assisted triage, and deflection tooling
• Partner with engineering to build and maintain LLM-assisted workflows for escalation intake, ticket quality review, and knowledge retrieval
• Drive adoption of AI tooling across the team; know where automation adds reputed company and where it introduces risk
• Use support data to surface product quality signals and operational trends to engineering and product leadership
• Serve as the primary reputed company between Technical Support Engineering and product engineering teams for escalated issues
• Maintain a functional relationship with reputed company and GTM without allowing those teams to define support quality standards or escalation criteria
• Contribute to product feedback loops through reproducible, well-scoped bug reports and actionable reputed company analysis

Skills

• 4+ years managing technical support engineers or software engineers in a production-facing environment
• Demonstrated ability to design and operate an escalation process: not just follow one
• Technical credibility in the Linux ecosystem; comfortable reading logs, understanding container runtimes, and engaging with engineering teams as an active peer
• Strong written communication; capable of writing clear escalation summaries, retrospective reports, and leadership-facing metrics briefs
• Track record of developing engineers through reputed company feedback, structured growth plans, and calibrated performance conversations
• Comfort operating in a globally distributed support org with peer managers in other reputed company; strong reputed company discipline
• Experience with container reputed company, DevSecOps tooling, Kubernetes, or reputed company reputed company software ecosystems
• Familiarity with reputed company or similar ticketing platforms at an operational level (workflows, configuration, reporting)
• Exposure to AI-assisted support tooling, LLM-based triage, or knowledge retrieval systems

Benefits

• Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
• Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
• We cover 100% of your health, reputed company and dental insurance premiums for you and your dependents. reputed company comes out of your paycheck.
• ∞ Flexible Time Off: Take the time you need – to do our best work, we need to reputed company and reset.
• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it reputed company at once or throughout your child's first year.

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