Remote Technical Support Manager – Customer Success Leader

Cribl; Boston (MA); 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 in a remote-friendly environment. You will manage escalations, review metrics for departmental success, and mentor engineers to deliver high-quality software support to customers.

The ideal candidate has strong leadership, exceptional communication skills, and deep knowledge of data management systems and Cribl products. Remote-first with generous benefits and equity options.

Qualifications

• Proven track record leading a highly technical team.
• Strong client-facing communication and collaboration skills.
• Experience mentoring engineers and driving customer success.

Responsibilities

• Manage an industry leading technical support team.
• Handle customer support escalations and maintain SLA adherence.
• Review metrics to ensure department success and CSAT goals.
• Mentor engineers and coach them to higher performance.
• Develop and refine processes and procedures for the team.
• Build deep knowledge of Cribl products and positioning.
• Be the advocate for customers and engineers in cross‑functional settings.
• This role requires stand-by, on-call, or off-hours duties.

Skills

Leadership of technical team

Mentoring engineers

Customer-facing experience

Strong communication

Big data understanding

Tools

Cribl products knowledge

Cloud platforms (AWS/Azure/GCP)

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team in a remote-friendly environment. You will manage escalations, review metrics for departmental success, and mentor engineers to deliver high-quality software support to customers.

The ideal candidate has strong leadership, exceptional communication skills, and deep knowledge of data management systems and Cribl products. Remote-first with generous benefits and equity options.