Technical Support Manager, Customer Success Leader

Cribl; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Cribl seeks a Technical Support Manager to lead a highly technical support team focused on customer success. You will guide engineers, handle escalations, review metrics, and drive CSAT through proactive process improvements.

The role demands strong communication, mentoring ability, and comfort with on-call duties; experience with Cribl, Splunk, Elastic, Kafka, and cloud platforms is a plus.

Qualifications

• Minimum 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.
• Strong written and verbal communication skills.
• Proven ability to mentor and guide engineers and customers.

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 SLAs, CSAT and other guiding metrics.
• This position will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Customer facing

Communication

Mentoring

Team collaboration

On-call readiness

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl seeks a Technical Support Manager to lead a highly technical support team focused on customer success. You will guide engineers, handle escalations, review metrics, and drive CSAT through proactive process improvements.

The role demands strong communication, mentoring ability, and comfort with on-call duties; experience with Cribl, Splunk, Elastic, Kafka, and cloud platforms is a plus.