[Remote] Customer Support Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the trusted reputed company for reputed company reputed company, delivering secure and production-reputed company builds of reputed company reputed company software. The Customer Support Manager will manage the reputed company Technical Support Engineering team, ensuring reputed company and reliability in the escalation reputed company from customer-reported issues to engineering reputed company while also focusing on team development and operational efficiency.
Responsibilities
- Own the L2/L3 escalation boundary: define routing reputed company, review escalation reputed company, and drive down unnecessary L3 load without increasing customer time-to-reputed company
- Maintain and improve escalation intake workflows including triage standards, ticket hygiene, and reputed company artifacts for engineering partners
- reputed company 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 reputed company patterns and feed signal back into product and documentation
- Manage, reputed company, support and reputed company the reputed company Technical Support Engineering team, with reputed company attention to technical depth and debugging rigor
- Operate career leveling frameworks for IC reputed company (L1 through L6); hold bar on promotions and ensure reputed company plans are actionable
- Coordinate reputed company handoffs with reputed company and EMEA peer managers to maintain follow-the-sun coverage reputed company: reputed company 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 reputed company review, and knowledge retrieval
- Drive adoption of AI tooling across reputed company; know where automation adds reputed company and where it introduces risk
- Use support data to surface product reputed company 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 reputed company standards or escalation reputed company
- Contribute to product feedback loops through reproducible, reputed company-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 reputed company peer
- Strong written communication; capable of writing reputed company escalation summaries, retrospective reports, and leadership-facing metrics briefs
- reputed company record of developing engineers through reputed company feedback, reputed company reputed company 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 reputed company upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your reputed company (reputed company, you read that correctly: 10 years!).
- 100% Covered Health Insurance: 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 reputed company Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the reputed company to use it reputed company at once or throughout your child's first year.
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