Tech Support Manager: Data Telemetry & Customer Success

Cribl; Olympia (WA); 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 lead a highly technical support team in a remote-first environment. You will mentor engineers, manage escalations, and drive customer success through strong processes and metrics.

The role emphasizes building product knowledge, advocating for customers and engineers, and delivering high-quality software support across major cloud platforms. Remote role with global reach.

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years in customer-facing roles.
• Strong written and verbal communication skills.
• Understanding of big data and why data matters to companies.

Responsibilities

• Manage an industry leading technical support team.
• Handle customer support escalations and remain the calm voice of reason.
• Review cases, metrics, and statistics to ensure success.
• Mentor and coach engineers to reach their best.
• Advocate for customers and engineers alike.
• Create, maintain, and improve processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics; standby/on-call as needed.

Skills

Leadership

Customer facing

Mentoring

Communication

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 in a remote-first environment. You will mentor engineers, manage escalations, and drive customer success through strong processes and metrics.

The role emphasizes building product knowledge, advocating for customers and engineers, and delivering high-quality software support across major cloud platforms. Remote role with global reach.