Lead Technical Support Manager - Telemetry & CS

Cribl; Lansing (MI); 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, customer-facing team within a remote-first work environment. You will mentor engineers, own escalations, and drive SLA and CSAT while expanding Cribl’s reach at enterprise customers.

The role requires deep data management knowledge, strong leadership, and a passion for collaboration. We offer a competitive salary, equity, and comprehensive benefits in a remote-first setting.

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 success with encouraging knowledge sharing internally and externally at every opportunity.
• A deep understanding of goals and helping your team achieve them.
• A passion to elevate those around you and watch them succeed.
• A minimum of 3 years’ experience as a leader of a highly technical team.
• 10 years’ experience in customer facing roles.
• Understanding of Big data and why data is important to companies.

Responsibilities

• Lead and develop a high-performing, highly technical support team.
• Own customer escalations, provide calm guidance during incidents.
• Review cases and metrics to ensure departmental success.
• Mentor engineers to achieve their best results.
• Advocate for customers and engineers in cross-functional efforts.
• Create and improve support processes and documentation.
• Deepen knowledge of Cribl products and positioning.
• Ensure SLA, CSAT goals and other metrics are met.
• Stand-by, on-call, or off-hours duties may be required.

Skills

Leadership

Mentoring

Customer facing

Communication

Big data

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical, customer-facing team within a remote-first work environment. You will mentor engineers, own escalations, and drive SLA and CSAT while expanding Cribl’s reach at enterprise customers.

The role requires deep data management knowledge, strong leadership, and a passion for collaboration. We offer a competitive salary, equity, and comprehensive benefits in a remote-first setting.