Technical Support Manager - AI Telemetry SaaS Leader

Cribl; Tallahassee (FL); 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. You will mentor engineers, manage escalations, and drive SLA and CSAT while growing your own technical knowledge of Cribl products.

This remote-first role requires leadership, collaboration, and a passion for elevating the team. The team works with Cribl’s data observability solutions and integrates with cloud platforms.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to help mentor engineers and help 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.
• A passion to elevate those around you and watch them succeed.
• A minimum of 3 years’ experience as a leader of a highly technical team.
• 10 years’ experience in customer facing roles.
• Understanding of Big data and why data is important to companies.

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.
• This position will require stand‑by, on‑call, or off‑hours duties.

Skills

Leadership

Technical skills

Communication

Customer facing

Mentoring

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success. You will mentor engineers, manage escalations, and drive SLA and CSAT while growing your own technical knowledge of Cribl products.

This remote-first role requires leadership, collaboration, and a passion for elevating the team. The team works with Cribl’s data observability solutions and integrates with cloud platforms.