Remote Tech Support Manager - Customer Success Leader

Mosaec; Northern (KY); Hybrid; 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

a fertility treatment benefit

401(k)

equity

Job summary

Cribl is hiring a Technical Support Manager to lead a highly technical support team and act as the calm voice during escalations. You will mentor engineers, review metrics, and advocate for customers while building strong cross-team collaboration.

This remote-first role requires deep technical knowledge and a passion for helping customers achieve success. You will also help refine processes and ensure adherence to SLAs and quality standards, contributing to a culture of excellence and continuous

Qualifications

• Proven ability to lead a highly technical engineering team.
• 10 years in customer-facing roles and 3+ years leading technical teams.
• Strong written and verbal communication; collaborate across teams.

Responsibilities

• Manage an industry-leading technical support team and escalations.
• Review metrics, cases, and CSAT to drive departmental success.
• Mentor engineers to reach their best performance and outcomes.
• Maintain processes and ensure SLA compliance and customer advocacy.

Skills

Leadership

Mentoring

Communication

Customer focus

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is hiring a Technical Support Manager to lead a highly technical support team and act as the calm voice during escalations. You will mentor engineers, review metrics, and advocate for customers while building strong cross-team collaboration.

This remote-first role requires deep technical knowledge and a passion for helping customers achieve success. You will also help refine processes and ensure adherence to SLAs and quality standards, contributing to a culture of excellence and continuous