Lead Technical Support Manager - SaaS Data Telemetry

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

Job summary

Cribl, a remote-first B2B SaaS data observability company, seeks a Technical Support Manager to lead a highly technical support team and ensure customer success. You will mentor engineers, manage escalations, and drive process improvements while maintaining Cribl’s high standards for product knowledge and customer advocacy.

The role requires deep experience in data telemetry, strong communication, and a passion for building a world-class support organization that aligns with Cribl’s global

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Proven ability to mentor engineers and guide customers to solutions.
• Deep understanding of big data and telemetry concepts.

Responsibilities

• Manage an industry leading team.
• Handle Customer Support Escalations and remain the calm voice of reason.
• Review cases and metrics to ensure departmental success.
• Mentor and coach engineers to maximize performance.
• Advocate for customers and engineers and drive solutions.
• Create and improve processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.

Skills

Leadership

Mentoring

Communication

Customer-facing

Big data understanding

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a remote-first B2B SaaS data observability company, seeks a Technical Support Manager to lead a highly technical support team and ensure customer success. You will mentor engineers, manage escalations, and drive process improvements while maintaining Cribl’s high standards for product knowledge and customer advocacy.

The role requires deep experience in data telemetry, strong communication, and a passion for building a world-class support organization that aligns with Cribl’s global