Lead Technical Support Manager — AI Telemetry

Cribl; City of Albany (NY); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health

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, customer-focused team. You will mentor engineers, guide customers to optimal solutions, and ensure SLA and CSAT targets are met within a remote-first environment.

The role requires 3+ years leading a technical team and 10+ years in customer-facing positions, with experience in big data contexts and cloud platforms. Join a collaborative team working on data observability software.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong technical skills to mentor engineers and guide customers to a successful solution.
• Strong written and verbal communication skills.
• Proven ability to drive knowledge sharing internally and externally.
• Deep understanding of goals and helping your team achieve them.
• Passion to elevate those around you and watch them succeed.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason.
• Review Cases, Metrics, Statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best.
• Advocate for 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.
• Stand-by, on-call, or off-hours duties as needed.

Skills

Leadership

Mentoring

Communication

Customer facing

Big data

Technical mentoring

Process improvement

Team building

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical, customer-focused team. You will mentor engineers, guide customers to optimal solutions, and ensure SLA and CSAT targets are met within a remote-first environment.

The role requires 3+ years leading a technical team and 10+ years in customer-facing positions, with experience in big data contexts and cloud platforms. Join a collaborative team working on data observability software.