Cribl: Customer Support Manager

CloudDevs; Northern (KY); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical customer-success-focused team. You will mentor engineers, drive service quality, and coordinate case reviews while aligning with Cribl’s data-management solutions.

This role emphasizes collaboration with customers and engineers to deliver reliable telemetry and software support. As part of a remote-first culture, you will oversee SLA and CSAT performance, mentor staff, and participate in on-call duties.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Understanding of Big data and why data is important to companies.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason.
• Review Cases, Metrics, and Statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best.
• Advocate for Customers and Engineers.
• Create, maintain, and enhance Processes and Procedures.
• Build your technical knowledge in Cribl products and positioning.
• Ensure team success to SLA’s, CSAT and other metrics.
• Will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Communication

Mentoring engineers

Customer focus

Team collaboration

Problem solving

Project management

Strategic thinking

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 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.

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.