Technical Support Manager, Customer Success Leader

Cribl; Little Rock (AR); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

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 and data management solutions. You will mentor engineers, review escalations, and drive metrics to ensure SLA and CSAT goals are met.

You will collaborate with customers and developers to position Cribl products effectively, while growing knowledge within the team and advocating for best practices.

Qualifications

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

Mentoring

Technical leadership

Communication

Customer-facing

Big data

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 and data management solutions. You will mentor engineers, review escalations, and drive metrics to ensure SLA and CSAT goals are met.

You will collaborate with customers and developers to position Cribl products effectively, while growing knowledge within the team and advocating for best practices.