Remote Technical Support Manager, Data Telemetry SaaS

Cribl; Springfield (IL); 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 focused on customer success and data management solutions. You will mentor engineers, guide customers to successful outcomes, and help define scalable processes for high-quality software support.

You will oversee escalations, review metrics, and advocate for both customers and engineers, while maintaining Cribl's standards for speed, accuracy, and knowledge sharing across the organization.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong written and verbal communication skills.
• Experience driving knowledge sharing and customer success.

Responsibilities

• Manage an industry leading team.
• Manage customer support escalations and be the calm voice of reason.
• Review cases, metrics and statistics to ensure departmental success.
• Mentoring and coaching to drive engineers to their best.
• Participate and advocate for customers and engineers.
• Create, maintain, and enhance processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team success to SLA’s, CSAT and other metrics.

Skills

Leadership

Mentoring

Communication

Customer facing

Big data

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 focused on customer success and data management solutions. You will mentor engineers, guide customers to successful outcomes, and help define scalable processes for high-quality software support.

You will oversee escalations, review metrics, and advocate for both customers and engineers, while maintaining Cribl's standards for speed, accuracy, and knowledge sharing across the organization.