Customer Support Manager - Data Telemetry & AI Platform

Cribl; Hartford (CT); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

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 support team focused on customer success. You will manage escalations, review across cases and metrics, and mentor engineers to deliver high-quality software while maintaining strong customer relationships.

The role requires a minimum of 3 years leading a technical team and 10 years in customer-facing roles, with a remote-first culture and competitive benefits including equity and 401(k).

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Experience mentoring engineers and guiding customers to solutions.

Responsibilities

• Manage an industry-leading technical support team.
• Handle customer support escalations and be the calm voice of reason.
• Review cases and metrics to drive department success.
• Mentor engineers to achieve their best results.
• Advocate for customers and engineers in cross-functional forums.
• Create, maintain, and improve processes and procedures.

Skills

Leadership

Mentoring

Customer facing

Communication

Big data

On-call

Team coaching

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success. You will manage escalations, review across cases and metrics, and mentor engineers to deliver high-quality software while maintaining strong customer relationships.

The role requires a minimum of 3 years leading a technical team and 10 years in customer-facing roles, with a remote-first culture and competitive benefits including equity and 401(k).