Customer Support Manager

📋 Description

• Lead the AMER Technical Support Engineering team within a follow-the-sun model.
• Own L2/L3 escalation boundary: routing, triage, handoffs, and capacity.
• Improve escalation intake workflows and engineering handoff artifacts.
• Track escalation metrics and report trends to engineering leadership.
• Run escalation retrospectives to feed insights into product/docs.

🎯 Requirements

• 4+ years leading technical support or software engineers in production.
• Ability to design and operate an escalation process, not just follow.
• Technical credibility in Linux; comfortable reading logs and collaborating with engineers.
• Strong written communication; clear escalation summaries and leadership-facing briefs.
• Track record of developing engineers through real feedback and growth plans.
• Comfort operating in a globally distributed support org with cross-region handoffs.

🎁 Benefits

• Flexible, remote-first culture with team meetups and coworking stipends.
• Equity: stock options and secondary offerings with 10 years to exercise.
• 100% covered health, vision, and dental for you and your dependents.
• ∞ Flexible Time Off to recharge and reset.
• 18 weeks paid parental leave for birthing parents and 12 weeks for others.