Remote Technical Support Manager - Customer Success Lead

Cribl; Columbus (OH); On-site; 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

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical support team and own customer success. You will mentor engineers, manage escalations, and drive process improvements while deepening knowledge of Cribl products and how to position them.

This remote-first role requires exceptional communication, leadership, and collaboration skills, plus a strong background in big data and customer-facing roles. Base salary ranges with comprehensive benefits are offered.

Qualifications

• Minimum 3 years leading a highly technical team.
• At least 10 years in customer-facing roles.
• Strong understanding of big data and related technologies.
• Proven ability to mentor engineers and guide customers to solutions.
• Excellent written and verbal communication; capable of cross-team collaboration.

Responsibilities

• Lead an industry-leading technical support team.
• Manage customer support escalations with a calm, solution-focused approach.
• Review cases and metrics to ensure departmental success.
• Mentor and coach engineers to improve performance.
• Advocate for customers and engineers; drive processes and procedures.
• Grow technical knowledge of Cribl products and positioning.
• Ensure SLA, CSAT, and other metrics are met; handle on-call duties.

Skills

Leadership

Customer-facing

Big data

Communication

Mentoring

On-call

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team and own customer success. You will mentor engineers, manage escalations, and drive process improvements while deepening knowledge of Cribl products and how to position them.

This remote-first role requires exceptional communication, leadership, and collaboration skills, plus a strong background in big data and customer-facing roles. Base salary ranges with comprehensive benefits are offered.