Remote Technical Support Manager - Customer Success Lead

Cribl; Atlanta (GA); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision

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 technical global team focused on customer success, data management, and Cribl product solutions. You will mentor engineers, manage escalations, and drive processes to improve SLA and CSAT.

This remote-first role requires 3 years in technical leadership and 10 years in customer-facing roles, with a deep understanding of big data. You will collaborate with engineering and support to deliver high-quality software and strong customer outcomes.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Deep understanding of big data and data importance to companies.

Responsibilities

• Manage an industry leading team and escalations.
• Be the calm voice of reason amidst chaos.
• Review cases, metrics, and statistics to drive success.
• Mentor and coach engineers to reach best outcomes.
• Advocate for customers and engineers.
• Create, maintain, and enhance processes and procedures.
• Grow technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.

Skills

Leadership

Mentoring engineers

Strong communication

Big data understanding

Customer-facing

Technical mentoring

Tools

Cribl products

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl seeks a Technical Support Manager to lead a highly technical global team focused on customer success, data management, and Cribl product solutions. You will mentor engineers, manage escalations, and drive processes to improve SLA and CSAT.

This remote-first role requires 3 years in technical leadership and 10 years in customer-facing roles, with a deep understanding of big data. You will collaborate with engineering and support to deliver high-quality software and strong customer outcomes.