Customer Support Manager Cribl

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

Benefits offered by this job

Bonus and benefits eligibility

Job summary

HelpfulRemote is seeking a leader to head a technical support team responsible for telemetry infrastructure for enterprise IT and security teams. The role focuses on managing escalations, coaching engineers, and ensuring SLA and customer satisfaction while building deep product knowledge.

The position is full-time and remote-first, open to candidates in the USA, with a base salary range of $116,000 to $181,000 plus bonus and benefits eligibility. Stand-by and on-call duties may be required.

Qualifications

• Proven leadership experience managing highly technical teams.
• At least 3 years in a leadership role.
• 10 years in customer-facing positions.
• Strong technical aptitude and communication skills.
• Understanding of big data concepts.

Responsibilities

• Lead a technical support team and manage escalations to ensure SLA and customer satisfaction.
• Review case metrics and statistics to drive improvements.
• Mentor and coach engineers to deepen product knowledge.
• Collaborate with cross-functional teams to optimize support processes.
• Be available for stand-by, on-call, or off-hours responsibilities as needed.

Skills

Leadership

Customer-facing

Technical aptitude

Communication skills

Big data concepts

Tools

Cribl

Splunk

Elastic

Kafka

AWS

Azure

GCP

Job description

This role leads a technical support team at a company building telemetry infrastructure for enterprise IT and security teams. The manager handles escalations, reviews case metrics and statistics, mentors and coaches engineers, and works to ensure the team meets SLA and customer satisfaction goals while building deep product knowledge.

Candidates need proven leadership experience managing highly technical teams, at least 3 years in a leadership role, and 10 years in customer-facing positions. Strong technical aptitude, communication skills, and understanding of big data concepts are required. Experience with tools like Cribl, Splunk, Elastic, Kafka, or cloud platforms such as AWS, Azure, or GCP is a plus.

This is a full-time, remote-first position open to candidates residing in the USA. The role may involve stand-by, on-call, or off-hours responsibilities. Base salary ranges from $116,000 to $181,000 depending on location and experience, with additional bonus and benefits eligibility.

Applicant tracking systems sit between most online applications and the hiring manager. If your resume hasn't been looked at with that in mind lately, it's worth a second opinion.