Senior Technical Support Manager, Customer Success

Cribl; Concord (NH); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Disability insurance

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 and act as the calm voice during escalations. You will mentor engineers, review metrics, and advocate for customers while refining processes. You will build expertise in Cribl products and ensure SLA/CSAT goals are met in a remote-first, globally distributed environment.

The role includes on-call duties, mentoring peers, and collaborating with customers and engineers to deliver high-quality software support.

Qualifications

• Proven ability to lead a highly technical customer-facing team.
• Strong technical skills to mentor engineers and guide customers to a solution.
• Excellent written and verbal communication abilities.
• Experience promoting knowledge sharing across teams.
• Drive teams to achieve goals and elevate peers.
• 3+ years as a leader of a technical team; 10+ years in customer-facing roles.
• Understanding of big data and its importance to enterprises.

Responsibilities

• Manage an industry-leading technical support team.
• Handle customer support escalations and remain the calm voice in crises.
• Review cases, metrics, and statistics to drive departmental success.
• Mentor and coach engineers to reach their best performance.
• Advocate for customers and engineers alike and participate in continuous improvement.
• Create, maintain, and refine processes and procedures.
• Expand technical knowledge of Cribl products and positioning.
• Ensure SLA and CSAT targets are met; participate in on-call duties as required.

Skills

Leadership

Mentoring

Communication skills

Customer-facing

Big data understanding

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 and act as the calm voice during escalations. You will mentor engineers, review metrics, and advocate for customers while refining processes. You will build expertise in Cribl products and ensure SLA/CSAT goals are met in a remote-first, globally distributed environment.

The role includes on-call duties, mentoring peers, and collaborating with customers and engineers to deliver high-quality software support.