Remote Technical Support Manager — AI Telemetry

Cribl; Nashville (TN); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short‑term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl seeks a Technical Support Manager to lead a highly skilled support team, driving exceptional customer outcomes and strong collaboration with engineering. You will mentor engineers, improve processes, and advocate for customers, while maintaining high standards for SLAs and CSAT.

The role requires a blend of deep technical knowledge and people leadership, with on-call duties and a remote-first work environment. Strong communication and cloud/data expertise are essential.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong technical skills to mentor engineers and help 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

• Manage an industry leading technical support team.
• Lead customer support escalations and provide calm guidance during high-pressure situations.
• Review cases, metrics, and statistics to drive departmental success.
• Mentor and coach engineers to reach their best performance.
• Advocate for customers and engineers in cross-functional settings.
• Develop and refine processes and procedures to improve efficiency.
• Grow technical knowledge of Cribl products and positioning.
• Ensure team performance meets SLAs, CSAT, and related metrics.
• Occasional stand-by, on-call, or off-hours duties.

Skills

People leadership

Technical mentorship

Customer facing

Written communication

Verbal communication

Big data concepts

Cloud platforms

SLA/CSAT knowledge

On-call readiness

Tools

Cribl experience

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl seeks a Technical Support Manager to lead a highly skilled support team, driving exceptional customer outcomes and strong collaboration with engineering. You will mentor engineers, improve processes, and advocate for customers, while maintaining high standards for SLAs and CSAT.

The role requires a blend of deep technical knowledge and people leadership, with on-call duties and a remote-first work environment. Strong communication and cloud/data expertise are essential.