Remote Technical Support Manager — Lead, CSAT & SLAs

Cribl; Denver (CO); 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 optimal Cribl product usage, and ensure top-tier service delivery.

This remote-first role requires strong leadership, excellent communication, and a deep understanding of big data and telemetry. You will drive knowledge sharing and process improvements across the team while adhering to critical support

Qualifications

• Proven leadership of a highly technical engineering team.
• Strong mentoring and guidance for engineers and customers.
• Excellent written and verbal communication skills.
• 10 years in customer-facing roles; 3+ years leading teams.

Responsibilities

• Manage an industry leading team.
• Handle customer support escalations and be the calm voice of reason.
• Review cases, metrics, statistics to ensure departmental success.
• Mentor engineers to achieve their best.
• Advocate for customers and engineers.
• Create, maintain, enhance processes and procedures; ensure team SLA/CSAT.

Skills

Leadership

Mentoring

Communication skills

Knowledge sharing

Big data awareness

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

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 optimal Cribl product usage, and ensure top-tier service delivery.

This remote-first role requires strong leadership, excellent communication, and a deep understanding of big data and telemetry. You will drive knowledge sharing and process improvements across the team while adhering to critical support