Technical Support Manager - Customer Success Lead

Cribl; Washington (District of Columbia); Remote; 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 is seeking a Technical Support Manager to lead a highly technical support team focused on customer success. You will mentor engineers, manage escalations, review metrics, and contribute to processes to ensure on-time, high-quality support.

The role requires on-call duties and a passion for elevating team performance. Join Cribl's remote-first culture, collaborate with cross-functional teams, and help drive SLA, CSAT, and overall customer satisfaction through strong leadership and technical

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to mentor engineers and help guide customers to a successful solution.
• Strong written and verbal communication skills.
• 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

Mentoring

Technical coaching

Written communication

Verbal communication

Customer-facing focus

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

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, review metrics, and contribute to processes to ensure on-time, high-quality support.

The role requires on-call duties and a passion for elevating team performance. Join Cribl's remote-first culture, collaborate with cross-functional teams, and help drive SLA, CSAT, and overall customer satisfaction through strong leadership and technical