Technical Support Manager, Customer Success & Escalations

Cribl; Indianapolis (IN); À distance; USD 116 000 - 181 000; Plein temps

Avantages offerts par ce poste

Health

Dental

Vision

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Résumé du poste

Cribl is seeking a Technical Support Manager to lead a highly technical support team and drive customer success by providing in-depth knowledge of data management systems and Cribl's solutions. You will mentor engineers, manage escalations, and push for measurable outcomes across SLA, CSAT, and efficiency metrics.

You will collaborate with customers and engineers, develop and refine processes, and expand your product expertise within Cribl's suite.

Qualifications

• Proven ability to be a powerful leader; mentoring and guiding technical engineers.
• Strong technical skills to 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.
• 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.

Responsabilités

• Manage an industry leading team.
• Handle 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.

Connaissances

Leadership

Mentoring

Technical skills

Communication

Customer facing

Big data

Team building

On-call availability

SLA/CSAT

Description du poste

Cribl is seeking a Technical Support Manager to lead a highly technical support team and drive customer success by providing in-depth knowledge of data management systems and Cribl's solutions. You will mentor engineers, manage escalations, and push for measurable outcomes across SLA, CSAT, and efficiency metrics.

You will collaborate with customers and engineers, develop and refine processes, and expand your product expertise within Cribl's suite.