Customer Support Manager

Cribl; United States; Remote; USD 145,000 - 181,000; Full time

Job summary

Cribl is seeking a Customer Support Manager to lead a specialized support team. The role focuses on ensuring customer success through strong technical guidance while fostering a collaborative environment. Ideal candidates are experienced leaders with a passion for customer service and a strong technical background.

Benefits

Generous benefits package

Health, dental, and vision insurance

401(k) and equity options

Paid holidays and time off

Fertility treatment benefit

Qualifications

• Minimum 3 years as a leader of a technical team.
• 10 years in customer-facing roles.
• Understanding of Big data principles.

Responsibilities

• Mentor and guide Customer Support Engineers.
• Manage escalations and maintain departmental metrics.
• Create and enhance processes and procedures.

Skills

Technical skills

Leadership

Communication

Customer success

Tools

AWS

Azure

GCP

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Join to apply for the Customer Support Manager role at Cribl

Join to apply for the Customer Support Manager role at Cribl

Cribl does differently.

What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are.

As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.

Why You’ll Love This Role

Cribl is seeking a highly technical, Customer 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 very 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…

• Proven ability to be a powerful leader; Mentoring and Guiding Customer Support 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.
• This position will require stand-by, on-call, or off-hours duties.
  
  
  

If You’ve Got It - We Want It

• 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.
  
  
  

Bonus Points/Preferred Qualifications

• Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
• Experience with AWS, Azure, GCP, and other cloud platforms
  
  
  

Salary Range ($145,000 - $181,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience. 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), equity, and eligibility for a discretionary company-wide bonus.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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