Remote Technical Support Manager — Data Telemetry SaaS

Cribl; Austin (TX); 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 specialized, highly technical team focused on customer success and software quality. You’ll mentor engineers, resolve escalations, and shape support processes while advocating for customers and your team.

This remote-first, Austin-based role emphasizes depth in data observability tech, Cribl product knowledge, and ensuring SLA and CSAT targets are met.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong understanding of data analytics and big data.

Responsibilities

• Lead and mentor a highly technical support team.
• Manage customer support escalations and drive resolutions.
• Review metrics and SLAs to ensure department success.
• Coach engineers to improve customer outcomes and knowledge sharing.
• Advocate for customers and engineers in cross-functional forums.
• Develop and improve Support processes and procedures.
• _build and maintain Cribl product knowledge and positioning.
• Ensure team meets CSAT, SLA and other KPIs.

Skills

Strong leadership

Customer-facing excellence

Technical mentorship

Communication skills

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Job description

Cribl is seeking a Technical Support Manager to lead a specialized, highly technical team focused on customer success and software quality. You’ll mentor engineers, resolve escalations, and shape support processes while advocating for customers and your team.

This remote-first, Austin-based role emphasizes depth in data observability tech, Cribl product knowledge, and ensuring SLA and CSAT targets are met.