Remote Technical Support Manager, Data Telemetry

Cribl; Phoenix (AZ); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health benefits

Dental and Vision

401(k) and equity

Paid holidays

Paid time off

Fertility treatment benefit

Job summary

Cribl, a data observability software company, seeks a Technical Support Manager to lead a highly technical support team in a remote-first environment. You will mentor engineers, manage escalations, and drive CSAT while aligning with business goals.

You'll build processes, review metrics, and grow technical knowledge across Cribl products and cloud platforms to deliver outstanding customer outcomes.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally.
• A deep understanding of goals and helping your team achieve them.

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.

Skills

Leadership experience

Customer-facing experience

Mentoring engineers

Strong communication skills

Big data understanding

Tools

AWS

Azure

GCP

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl, a data observability software company, seeks a Technical Support Manager to lead a highly technical support team in a remote-first environment. You will mentor engineers, manage escalations, and drive CSAT while aligning with business goals.

You'll build processes, review metrics, and grow technical knowledge across Cribl products and cloud platforms to deliver outstanding customer outcomes.