Lead Technical Support Manager — AI Telemetry

Cribl; Frankfort (KY); Remote; 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 hiring a Technical Support Manager to lead a specialized support team focused on customer success and data management solutions. You will mentor engineers, manage escalations, and drive SLA and CSAT outcomes while expanding knowledge of Cribl products and related tech.

You will be part of a remote-first, globally distributed team that ships high-quality software and supports enterprise customers. The role requires standing by, on-call, or after-hours duties as needed.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• 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.

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 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.
• This position will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Mentoring

Communication

Customer-facing

Big data

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl is hiring a Technical Support Manager to lead a specialized support team focused on customer success and data management solutions. You will mentor engineers, manage escalations, and drive SLA and CSAT outcomes while expanding knowledge of Cribl products and related tech.

You will be part of a remote-first, globally distributed team that ships high-quality software and supports enterprise customers. The role requires standing by, on-call, or after-hours duties as needed.