Customer Support Manager

Cribl; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Cribl seeks a Technical Support Manager to lead a highly technical support team focused on customer success. You will guide engineers, handle escalations, review metrics, and drive CSAT through proactive process improvements.

The role demands strong communication, mentoring ability, and comfort with on-call duties; experience with Cribl, Splunk, Elastic, Kafka, and cloud platforms is a plus.

Qualifications

• Minimum 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.
• Strong written and verbal communication skills.
• Proven ability to mentor and guide engineers and customers.

Responsibilities

• 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 SLAs, CSAT and other guiding metrics.
• This position will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Customer facing

Communication

Mentoring

Team collaboration

On-call readiness

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

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'll 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 SLAs, 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