Technical Support Manager - AI Telemetry Data Leadership

Cribl; Annapolis (MD); 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 focused on customer success and high-quality software delivery.

You will mentor engineers, manage escalations, and drive CSAT, SLA adherence, and process improvements while expanding Cribl product knowledge and advocating for customers and engineers. This role requires stand-by/on-call duties and a customer-first mindset.

Qualifications

• 3+ years leading a highly technical team.
• 10 years’ experience in customer-facing roles.
• Strong technical mentoring and collaboration.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason among 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.

Skills

Team leadership

Mentoring engineers

Strong communication

Customer-facing experience

Big data understanding

Tools

Splunk

Elastic

Kafka

Kinesis

AWS

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success and high-quality software delivery.

You will mentor engineers, manage escalations, and drive CSAT, SLA adherence, and process improvements while expanding Cribl product knowledge and advocating for customers and engineers. This role requires stand-by/on-call duties and a customer-first mindset.