Remote Technical Support Manager - Enterprise CSAT Leader

Cribl; Lansing (MI); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl, a remote-first B2B SaaS data observability company, seeks a Technical Support Manager to lead a highly technical team and own customer success initiatives. You will mentor engineers, guide customers to effective solutions, and drive metrics like SLA and CSAT.

The role requires deep technical knowledge, strong communication, and willingness to handle on-call duties. Competitive base salary and comprehensive benefits are provided.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers
• Strong technical skills to help mentor engineers and guide customers to a successful solution
• Strong written and verbal communication skills
• Proven success with knowledge sharing internally and externally
• Understanding of goals and helping your team achieve them
• A passion to elevate those around you and watch them succeed
• Minimum 3 years' experience as a leader of a highly technical team
• 10 years' experience in customer facing roles
• Understanding of Big data and why data is important to companies

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
• This position will require stand-by, on-call, or off-hours duties

Job description

Cribl, a remote-first B2B SaaS data observability company, seeks a Technical Support Manager to lead a highly technical team and own customer success initiatives. You will mentor engineers, guide customers to effective solutions, and drive metrics like SLA and CSAT.

The role requires deep technical knowledge, strong communication, and willingness to handle on-call duties. Competitive base salary and comprehensive benefits are provided.