Technical Support Manager, Customer Success Leader

Cribl; Richmond (VA); On-site; 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, a B2B SAAS data observability company, is hiring a Technical Support Manager to lead a specialized team focused on customer success and in-depth knowledge of data management solutions. You will guide Cribl’s interactions with complex data platforms and mentor engineers to deliver high-quality software support.

The role emphasizes leadership, collaboration, and a passion for elevating team performance, with on-call duties as needed.

Qualifications

• Proven ability to lead a highly technical team.
• Strong written and verbal communication skills.
• Extensive experience in customer-facing roles across tech environments.
• Deep understanding of big data and its impact on business decisions.

Responsibilities

• Manage an industry-leading technical support team and escalations.
• Serve as the calm voice of reason during high-severity incidents.
• Review cases, metrics, and CSAT to ensure department success.
• Mentor and coach engineers to achieve their best outcomes.
• Advocate for customers and engineers in cross-functional partnerships.
• Develop and refine support processes and procedures.
• Grow technical knowledge of Cribl products and positioning.
• Ensure SLAs and performance metrics are consistently met.
• Occasional stand-by, on-call, or off-hours duties.

Skills

Leadership

Customer-facing

Communication

Big data

Tools

Cribl

Splunk

Elastic

Kafka

Job description

Cribl, a B2B SAAS data observability company, is hiring a Technical Support Manager to lead a specialized team focused on customer success and in-depth knowledge of data management solutions. You will guide Cribl’s interactions with complex data platforms and mentor engineers to deliver high-quality software support.

The role emphasizes leadership, collaboration, and a passion for elevating team performance, with on-call duties as needed.