Cribl: Customer Support Manager

Mosaec; Northern (KY); Hybrid; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Short‑term disability

Life insurance

Paid holidays

Paid time off

a fertility treatment benefit

401(k)

equity

Job summary

Cribl is hiring a Technical Support Manager to lead a highly technical support team and act as the calm voice during escalations. You will mentor engineers, review metrics, and advocate for customers while building strong cross-team collaboration.

This remote-first role requires deep technical knowledge and a passion for helping customers achieve success. You will also help refine processes and ensure adherence to SLAs and quality standards, contributing to a culture of excellence and continuous

Qualifications

• Proven ability to lead a highly technical engineering team.
• 10 years in customer-facing roles and 3+ years leading technical teams.
• Strong written and verbal communication; collaborate across teams.

Responsibilities

• Manage an industry-leading technical support team and escalations.
• Review metrics, cases, and CSAT to drive departmental success.
• Mentor engineers to reach their best performance and outcomes.
• Maintain processes and ensure SLA compliance and customer advocacy.

Skills

Leadership

Mentoring

Communication

Customer focus

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Headquarters: Remote – United States

Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world’s biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next.

We’re one of the fastest‑growing private companies and a leading player in a massive, fast‑moving market. With a global workforce, we’re remote‑first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.

Why You’ll Love This Role

Cribl is seeking a Technical Support Manager to be a part of a specialized support team. This role is centered on customer success by providing in-depth knowledge of data management systems and solutions, Cribl’s interactions with those solutions and using our knowledge to lift up everyone we may come in contact with.

In this role, you will be joining a highly technical and collaborative team that is committed to shipping high quality software, enjoying all the goat gifs the internet has to offer, and truly enjoys all our interactions with our customers. The ideal candidate for this role has a mixture of strong technical chops, an innate desire to help customers, and a natural affinity for collaboration.

As An Active Member Of Our Team, You Will…

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason amongst the chaos.
• Review Cases, Metrics, Statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best success.
• Participate and be an advocate of Customers and Engineers.
• Create, maintain, enhance Processes and Procedures.
• Build your technical knowledge in Cribl products and how to position them.
• Ensure team success to SLA’s, CSAT and other guiding metrics.
• This position will require stand‑by, on‑call, or off‑hours duties.

If You’ve Got It – We Want It

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to help mentor engineers and help guide customers to a successful solution.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally at every opportunity.
• A deep understanding of goals and helping your team achieve them.
• A passion to elevate those around you and watch them succeed.
• A minimum of 3 years’ experience as a leader of a highly technical team.
• 10 years’ experience in customer facing roles.
• Understanding of Big data and why data is important to companies.
• BONUS POINTS
  • Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
  • Experience with AWS, Azure, GCP, and other cloud platforms

#LI-KJ1 #LI-Remote

The salary for this role is dependent on geographic location and will be based on the individual candidate’s job‑related knowledge, skills, and experience.

In addition to base salary, for sales and some sales‑adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the Cribl Corporate Bonus Program.

In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short‑term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), and equity.

• health
• dental
• vision
• short‑term disability
• life insurance
• paid holidays
• paid time off
• a fertility treatment benefit
• 401(k)
• equity

Base Salary Range

$116,000 — $181,000 USD

Bring Your Whole Self

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Interested in joining the Cribl herd? Learn more about the smartest, funniest, most passionate goats you’ll ever meet at cribl.io/about-us.