Technical Support Manager - AI Telemetry Leader

Cribl; Jefferson City (MO); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl, a B2B SAAS data observability software company, is hiring a Technical Support Manager to lead a highly technical, customer‑facing team. You’ll mentor engineers, own escalations, and drive CSAT and SLA performance across a global client base.

You’ll collaborate with product and engineering, review case metrics, and help scale processes while maintaining a strong culture of knowledge sharing. The role requires the ability to mentor, communicate clearly, and navigate complex data solutions

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to help 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.
• A deep understanding of goals and helping your team achieve them.

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.

Skills

Leadership

Customer facing

Written communication

Mentoring

Cross-functional collaboration

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a B2B SAAS data observability software company, is hiring a Technical Support Manager to lead a highly technical, customer‑facing team. You’ll mentor engineers, own escalations, and drive CSAT and SLA performance across a global client base.

You’ll collaborate with product and engineering, review case metrics, and help scale processes while maintaining a strong culture of knowledge sharing. The role requires the ability to mentor, communicate clearly, and navigate complex data solutions