Customer Support Manager

Job Summary

Managing the AMER Technical Support Engineering team, the full-time remote Customer Support Manager will oversee escalation operations, team development, and support tooling while ensuring high-quality customer experiences and engineering outcomes.

Key responsibilities

• Own the L2/L3 escalation boundary, defining routing criteria and improving escalation workflows
• Manage and develop the AMER Technical Support Engineering team, focusing on technical depth and career growth
• Drive the support tooling stack and partner with engineering to enhance AI-assisted workflows and ticket quality

Required qualifications

• 4+ years of experience managing technical support engineers or software engineers in a production environment
• Proven ability to design and operate an escalation process effectively
• Technical expertise in the Linux ecosystem, with the ability to engage with engineering teams
• Strong written communication skills for creating clear reports and metrics briefs
• Experience in developing engineers through structured growth plans and performance conversations