Enterprise Tech Support Manager - Lead & Elevate CS

Cribl; Salem (OR); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision care

Paid time off

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to join a highly technical, remote-first team focused on customer success and data management solutions. You will lead and mentor engineers, manage escalations, and drive CSAT through strong process and collaboration.

You’ll partner with customers and internal teams to ensure high-quality software delivery, while standing by for on-call duties and maintaining SLA adherence.

Qualifications

• Proven ability to lead a highly technical team.
• Mentor engineers to drive customers to a successful solution.
• Strong written and verbal communication skills.
• Extensive understanding of big data and its business impact.
• Experience in customer-facing roles and stakeholder management.

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 SLA’s, CSAT and other guiding metrics.

Skills

Leadership

Technical mentoring

Communication

Big data

Customer-facing

Tools

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to join a highly technical, remote-first team focused on customer success and data management solutions. You will lead and mentor engineers, manage escalations, and drive CSAT through strong process and collaboration.

You’ll partner with customers and internal teams to ensure high-quality software delivery, while standing by for on-call duties and maintaining SLA adherence.