Remote Technical Support Manager | Customer Success Lead

Cribl; Topeka (KS); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision care

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 specialized support team focused on customer success. You will apply deep data-management knowledge and Cribl product expertise to elevate engineers and ensure high-quality software delivery while maintaining strong customer relationships.

The role requires mentoring engineers, handling escalations, and driving SLAs and CSAT, with on-call duties as needed. Cribl offers a generous benefits package and remote-first culture.

Qualifications

• Minimum 3 years experience leading a highly technical team.
• 10 years in customer-facing roles.
• Strong written and verbal communication skills.
• Experience with big data and its business impact.

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

Communication

Customer-facing

Big data

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl is seeking a Technical Support Manager to lead a specialized support team focused on customer success. You will apply deep data-management knowledge and Cribl product expertise to elevate engineers and ensure high-quality software delivery while maintaining strong customer relationships.

The role requires mentoring engineers, handling escalations, and driving SLAs and CSAT, with on-call duties as needed. Cribl offers a generous benefits package and remote-first culture.