Customer Support Manager

Cribl; City of Albany (NY); Remote; 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, a leading B2B SAAS data observability software company, seeks a Technical Support Manager to lead a highly technical team and oversee customer support escalations. The role emphasizes mentoring engineers, improving processes, and ensuring strong customer outcomes in a remote-first, globally distributed environment.

The position requires at least 10 years in customer-facing roles and 3+ years leading a technical team, with deep big data knowledge and experience across Cribl, Splunk,

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years of customer-facing experience.
• Strong written and verbal communication skills.
• Deep understanding of big data and why data matters to companies.

Responsibilities

• Lead and manage an industry-leading technical support team.
• Oversee customer support escalations and provide calm leadership.
• Review cases, metrics and statistics to ensure department success.
• Mentor and coach engineers to achieve their best.
• Advocate for customers and engineers in cross-functional teams.
• Create, maintain and enhance support processes and procedures.
• Develop product knowledge and position Cribl solutions effectively.
• Ensure team performance against SLAs, CSAT, and other metrics.
• Participate in on-call, standby, or off-hours duties.

Skills

Leadership

Mentoring

Customer-facing

Communication

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

B2B SAAS data observability software.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.

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

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
• life insurance
• paid holidays
• paid time off
• fertility treatment benefit
• 401(k)
• equity

Base Salary Range $116,000 - $181,000 USD

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.