Technical Support Manager — Customer Success Leader

Cribl; Columbia (SC); 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

Fertility treatment benefit

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical, collaborative team in a remote-first environment. You will own escalations, drive CSAT, and mentor engineers to deliver high-quality software while supporting customers globally.

With a focus on big data and data management solutions, you will influence processes, advocate for customers and engineers, and ensure SLA adherence. The role emphasizes leadership, communication, and cross-team coordination.

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years in customer-facing roles.
• Strong leadership and mentoring abilities.
• Excellent written and verbal communication skills.
• Understanding of big data and its business impact.

Responsibilities

• Lead and grow an industry-leading support team.
• Own customer support escalations and provide calm guidance.
• Review cases, metrics, and CSAT to drive results.
• Mentor engineers to reach their best.
• Advocate for customers and engineers.
• Improve processes and procedures.
• Expand product knowledge and Cribl positioning.
• Ensure SLA, CSAT, and related metrics.
• Stand-by/on-call/off-hour duties.

Skills

Leadership

Mentoring

Communication

Customer-facing

Team coaching

Technical knowledge

Big data

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical, collaborative team in a remote-first environment. You will own escalations, drive CSAT, and mentor engineers to deliver high-quality software while supporting customers globally.

With a focus on big data and data management solutions, you will influence processes, advocate for customers and engineers, and ensure SLA adherence. The role emphasizes leadership, communication, and cross-team coordination.