Technical Support Lead - Data Telemetry (Remote)

Cribl; Phoenix (AZ); 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. You will manage escalations, review metrics, and mentor engineers to deliver high-quality software and excellent customer outcomes. The role emphasizes deep product knowledge, collaboration, and process improvement.

The role requires scheduled stand-by/on-call duties and a passion for elevating teammates while supporting Cribl’s clients across cloud platforms.

Qualifications

• Proven ability to lead a highly technical team
• Mentoring and guiding technical engineers
• Strong written and verbal communication skills
• Experience in customer-facing roles with data tech
• Understanding of big data and its importance to companies

Responsibilities

• Manage an industry-leading team.
• Handle customer support escalations and be the calm voice during chaos.
• Review cases, metrics, and statistics to ensure department success.
• Mentor and coach engineers to reach their best.
• Advocate for customers and engineers and drive knowledge sharing.
• Create, maintain, and optimize processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.
• Occasional stand-by, on-call, or off-hours duties.

Skills

Leadership

Mentoring

Communication

Customer facing

Big data

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success. You will manage escalations, review metrics, and mentor engineers to deliver high-quality software and excellent customer outcomes. The role emphasizes deep product knowledge, collaboration, and process improvement.

The role requires scheduled stand-by/on-call duties and a passion for elevating teammates while supporting Cribl’s clients across cloud platforms.