Remote Technical Support Manager – Data Telemetry & AI

Cribl

Salem (OR)

Remote

USD 116,000 - 181,000

Full time

10 days ago

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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, remote-first team that delivers exceptional customer success by leveraging data-management solutions and Cribl's telemetry platform across enterprise environments.

You will mentor engineers, manage escalations, review cases and metrics to drive departmental success, create and refine processes, and ensure SLAs and CSAT while supporting on-call duties.

Qualifications

Proven ability to lead a highly technical team.
Strong written and verbal communication skills.
Experience mentoring engineers and guiding customers to a solution.
10 years in customer-facing roles; 3+ years leading technical teams.
Understanding of big data and why data matters to enterprises.

Responsibilities

Manage an industry leading team.
Manage customer support escalations and be the calm voice of reason.
Review cases, metrics, and statistics to ensure success.
Mentor and coach engineers to achieve their best.
Drive processes and procedures to improve support quality.
Build technical knowledge of Cribl products and position.
Ensure team meets SLAs and CSAT targets.
On-call or stand-by duties as required.

Skills

Leadership

Technical mentoring

Communication

Customer facing

Big data understanding

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

You will mentor engineers, manage escalations, review cases and metrics to drive departmental success, create and refine processes, and ensure SLAs and CSAT while supporting on-call duties.

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