Remote-First Technical Support Manager (AI Telemetry)

Cribl; Trenton (NJ); 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 recruiting a Technical Support Manager to lead a highly technical support team focused on customer success. You will review cases, mentor engineers, and collaborate across teams to deliver high-quality software while meeting SLA and CSAT targets.

The role requires on-call duties and deep knowledge of data management and telemetry platforms. Cribl offers a comprehensive benefits package and a transparent pay range.

Qualifications

• Proven ability to lead a highly technical engineering team.
• Strong written and verbal communication skills.
• Experience mentoring engineers and guiding customers to solutions.
• Deep understanding of big data and why data matters to companies.
• Minimum 3 years as a leader of a technical team.
• 10 years in customer-facing roles.

Responsibilities

• Manage an industry leading team.
• Handle customer support escalations and be the calm voice of reason amongst the chaos.
• Review cases, metrics, statistics to drive success.
• Mentor and coach engineers to peak performance.
• Advocate for customers and engineers.
• Create, maintain, and improve processes and procedures.
• Build your technical knowledge of Cribl products and positioning.
• Ensure SLA, CSAT, and related metrics are met.
• Stand-by, on-call, or off-hours duties as required.

Skills

Leadership

Customer-facing

Communication

Mentoring

Collaboration

Tools

Cribl platform

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is recruiting a Technical Support Manager to lead a highly technical support team focused on customer success. You will review cases, mentor engineers, and collaborate across teams to deliver high-quality software while meeting SLA and CSAT targets.

The role requires on-call duties and deep knowledge of data management and telemetry platforms. Cribl offers a comprehensive benefits package and a transparent pay range.