Senior Technical Support & Customer Success Manager

Cribl; Helena (MT); On-site; 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 join a highly technical and collaborative team focused on customer success. You will lead a skilled group, mentor engineers, and ensure high-quality software support for Cribl’s telemetry products.

The role requires stand-by/on-call duties and a deep understanding of big data. We value effective communication, cross‑functional collaboration, and a passion for elevating teammates to deliver exceptional customer outcomes.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to mentor engineers and guide customers to a successful solution.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally at every opportunity.
• Deep understanding of goals and helping your team achieve them.
• Passion to elevate those around you and watch them succeed.
• Minimum of 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.

Skills

Leadership

Mentoring

Communication

Big data

Customer facing

Job description

Cribl is seeking a Technical Support Manager to join a highly technical and collaborative team focused on customer success. You will lead a skilled group, mentor engineers, and ensure high-quality software support for Cribl’s telemetry products.

The role requires stand-by/on-call duties and a deep understanding of big data. We value effective communication, cross‑functional collaboration, and a passion for elevating teammates to deliver exceptional customer outcomes.