Remote Technical Support Manager – Customer Success Leader

CloudDevs; Northern (KY); Hybrid; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

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 customer-success-focused team. You will mentor engineers, drive service quality, and coordinate case reviews while aligning with Cribl’s data-management solutions.

This role emphasizes collaboration with customers and engineers to deliver reliable telemetry and software support. As part of a remote-first culture, you will oversee SLA and CSAT performance, mentor staff, and participate in on-call duties.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Understanding of Big data and why data is important to companies.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason.
• Review Cases, Metrics, and Statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best.
• Advocate for Customers and Engineers.
• Create, maintain, and enhance Processes and Procedures.
• Build your technical knowledge in Cribl products and positioning.
• Ensure team success to SLA’s, CSAT and other metrics.
• Will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Communication

Mentoring engineers

Customer focus

Team collaboration

Problem solving

Project management

Strategic thinking

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical customer-success-focused team. You will mentor engineers, drive service quality, and coordinate case reviews while aligning with Cribl’s data-management solutions.

This role emphasizes collaboration with customers and engineers to deliver reliable telemetry and software support. As part of a remote-first culture, you will oversee SLA and CSAT performance, mentor staff, and participate in on-call duties.