Technical Support Manager, Customer Success & Escalations

Cribl; Oklahoma City (OK); 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

401(k)

Equity

Job summary

Cribl seeks a Technical Support Manager to lead a highly technical support team and drive customer success through deep data management expertise. You will mentor engineers, handle escalations, and shape processes while maintaining Cribl product knowledge.

This remote-first role requires strong written and verbal communication, 10 years in customer-facing roles, and a proven ability to guide teams to effective solutions with a focus on customer satisfaction.

Qualifications

• Proven ability to lead a highly technical team.
• 10 years in customer facing roles with strong communication.
• Strong written and verbal communication skills.
• Experience mentoring engineers and guiding customers to solutions.
• Deep understanding of big data concepts and telemetry tools.

Responsibilities

• Lead and manage an industry leading technical support team.
• Handle customer support escalations and provide calm guidance.
• Review cases and metrics to ensure departmental success.
• Mentor engineers and drive knowledge sharing.
• Advocate for customers and engineers while shaping processes.
• Maintain Cribl product knowledge and position them effectively.

Skills

Leadership

Mentoring

Customer facing

Communication

On-call management

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl seeks a Technical Support Manager to lead a highly technical support team and drive customer success through deep data management expertise. You will mentor engineers, handle escalations, and shape processes while maintaining Cribl product knowledge.

This remote-first role requires strong written and verbal communication, 10 years in customer-facing roles, and a proven ability to guide teams to effective solutions with a focus on customer satisfaction.