Remote Technical Support Manager — Lead Enterprise Success

Cribl; Tallahassee (FL); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment

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 solutions, and drive improvements in support processes.

The role involves on-call duties and working across Cribl products and cloud platforms. A strong background in big data and excellent communication are essential for success.

Qualifications

• 3+ years of experience leading a highly technical team.
• 10 years of experience in customer-facing roles.
• Strong technical mentoring and guidance abilities.
• Deep understanding of big data and why it matters to companies.
• Strong written and verbal communication skills.
• Ability to manage customer support escalations and ensure SLAs.

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.

Skills

Leadership

Communication

Mentoring Engineers

Customer-facing mindset

Big data concepts

Tools

Cribl products

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

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 solutions, and drive improvements in support processes.

The role involves on-call duties and working across Cribl products and cloud platforms. A strong background in big data and excellent communication are essential for success.