Technical Support Manager, Data Telemetry

Cribl; Honolulu (HI); On-site; 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 support team in a remote-first environment. You’ll mentor engineers, manage escalations, and drive metrics to ensure CSAT and SLA success across global customers.

The role emphasizes cross-functional collaboration, deep data management knowledge, and ongoing process improvement to deliver high‑quality software support for Cribl’s telemetry platform.

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years in customer-facing roles.
• Strong technical mentoring and problem-solving skills.

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.

Skills

Leadership

Mentoring

Customer facing

Written communication

Verbal communication

Big data

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team in a remote-first environment. You’ll mentor engineers, manage escalations, and drive metrics to ensure CSAT and SLA success across global customers.

The role emphasizes cross-functional collaboration, deep data management knowledge, and ongoing process improvement to deliver high‑quality software support for Cribl’s telemetry platform.