Remote Technical Support Manager - Data Telemetry

Cribl; San Francisco (CA); Remote; 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 and drive customer success. You will manage escalations, mentor engineers, and improve processes while ensuring SLA and CSAT targets are met.

This remote-first role requires strong leadership, deep technical knowledge, and excellent communication to empower both customers and the engineering team. Expect on-call duties and a focus on scalable support practices.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding engineers.
• Strong technical skills to mentor engineers and guide customers to a solution.
• Excellent written and verbal communication; shares knowledge effectively.
• Deep understanding of goals and lifting the team to achieve them.

Responsibilities

• Lead an industry-leading technical support team and drive customer success.
• Manage escalations, provide calm guidance, and review case metrics.
• Mentor engineers to improve problem-solving and customer outcomes.
• Advocate for customers and engineers and improve processes and procedures.
• Ensure SLA, CSAT, and other support metrics are met; participate in on-call duties.

Skills

Leadership

Mentoring

Technical knowledge

Customer-facing

Communication

On-call readiness

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 and drive customer success. You will manage escalations, mentor engineers, and improve processes while ensuring SLA and CSAT targets are met.

This remote-first role requires strong leadership, deep technical knowledge, and excellent communication to empower both customers and the engineering team. Expect on-call duties and a focus on scalable support practices.