Remote Technical Support Manager — Customer Success Lead

Cribl; United States; Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health/dental/vision insurance

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 focused on customer success and data-management solutions. You will mentor engineers, handle escalations, and drive best-in-class support processes while partnering with customers to achieve successful outcomes.

The role requires strong leadership, deep data understanding, and excellent communication, with on-call responsibilities and a remote-friendly setup in the United States.

Qualifications

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

Responsibilities

• Manage an industry-leading technical support team.
• Handle customer support escalations and provide calm guidance.
• Review cases, metrics, and statistics to ensure department success.
• Mentor and coach engineers to achieve their best outcomes.
• Advocate for customers and engineers within Cribl.
• Create, maintain, and enhance support processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.
• Participate in stand-by, on-call, or off-hours duties.

Skills

Leadership

Mentoring

Communication

Customer facing

Big data concepts

Technical mentoring

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 focused on customer success and data-management solutions. You will mentor engineers, handle escalations, and drive best-in-class support processes while partnering with customers to achieve successful outcomes.

The role requires strong leadership, deep data understanding, and excellent communication, with on-call responsibilities and a remote-friendly setup in the United States.