Remote Technical Support Manager - Data Telemetry

Cribl; Lincoln (NE); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl, a B2B SAAS data observability company, seeks a Technical Support Manager to lead a highly technical team and drive customer success. You will mentor engineers, manage escalations, and ensure SLAs and CSAT targets are met across global customers.

The role emphasizes collaboration with customers and engineers, building scalable processes, and expanding knowledge of Cribl products and related tech. Remote-first with global opportunities.

Qualifications

• Minimum 3 years 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.
• Experience mentoring engineers and driving customer success.

Responsibilities

• Manage an industry leading technical team.
• Handle Customer Support Escalations and remain the calm voice of reason.
• Review cases, metrics, and statistics to drive departmental success.
• Mentor and coach engineers to reach their best results.
• Advocate for customers and engineers in cross-functional forums.
• Create, maintain, and improve processes and procedures.
• Expand technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.
• Expect stand-by, on-call, or off-hours duties.

Skills

People leadership

Mentoring

Written & verbal communication

Customer-facing experience

Technical leadership

Cross-functional collaboration

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a B2B SAAS data observability company, seeks a Technical Support Manager to lead a highly technical team and drive customer success. You will mentor engineers, manage escalations, and ensure SLAs and CSAT targets are met across global customers.

The role emphasizes collaboration with customers and engineers, building scalable processes, and expanding knowledge of Cribl products and related tech. Remote-first with global opportunities.