Remote-First Technical Support Manager for AI Telemetry

Cribl; Sacramento (CA); 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

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical team focused on customer success. You will mentor engineers, review case metrics, and help position Cribl products while maintaining SLA and CSAT performance. The role requires on-call duties and a strong background in data technologies.

The position offers a generous benefits package and a remote-first culture, with base salary ranging based on location and experience.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong technical skills to mentor engineers and guide customers to a solution.
• Strong written and verbal communication skills.
• Proven success encouraging knowledge sharing internally and externally.
• 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

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason amongst the chaos.
• 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

Technical guidance

Strong communication

Customer-facing

Big data understanding

Stakeholder alignment

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical team focused on customer success. You will mentor engineers, review case metrics, and help position Cribl products while maintaining SLA and CSAT performance. The role requires on-call duties and a strong background in data technologies.

The position offers a generous benefits package and a remote-first culture, with base salary ranging based on location and experience.