Customer Support Manager

About the Role

We are seeking an engineering-minded Customer Support Manager to lead our AMER Technical Support Engineering team, ensuring high-quality escalation paths and exceptional customer experiences. You will play a critical role in bridging the gap between customer needs and engineering solutions within our global, follow-the-sun organization.

Responsibilities

• Manage and develop the AMER Technical Support Engineering team, focusing on technical depth, debugging rigor, and career growth.
• Own the L2/L3 escalation boundary by defining routing criteria, improving intake workflows, and driving down unnecessary engineering load.
• Partner with engineering to implement and optimize support tooling, including AI-assisted triage and automated workflows.
• Serve as the primary interface between support and product engineering, providing actionable data and reproducible bug reports to drive product quality.

Requirements

• 4+ years of experience managing technical support or software engineering teams in a production-facing environment.
• Demonstrated ability to design and operate complex escalation processes with a focus on operational discipline.
• Strong technical proficiency in the Linux ecosystem, including container runtimes and debugging capabilities.
• Excellent written communication skills, with the ability to produce clear technical summaries and leadership-facing metrics briefs.

Nice-to-Haves

• Experience with container security, DevSecOps, Kubernetes, or open source software ecosystems.
• Operational familiarity with ticketing platforms like Zendesk, including configuration and reporting.
• Exposure to AI-assisted support tooling, LLM-based triage, or advanced knowledge retrieval systems.