Technical Support Manager, Data Telemetry & AI

Cribl; City of Albany (NY); Remote; 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 leading B2B SAAS data observability software company, seeks a Technical Support Manager to lead a highly technical team and oversee customer support escalations. The role emphasizes mentoring engineers, improving processes, and ensuring strong customer outcomes in a remote-first, globally distributed environment.

The position requires at least 10 years in customer-facing roles and 3+ years leading a technical team, with deep big data knowledge and experience across Cribl, Splunk,

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years of customer-facing experience.
• Strong written and verbal communication skills.
• Deep understanding of big data and why data matters to companies.

Responsibilities

• Lead and manage an industry-leading technical support team.
• Oversee customer support escalations and provide calm leadership.
• Review cases, metrics and statistics to ensure department success.
• Mentor and coach engineers to achieve their best.
• Advocate for customers and engineers in cross-functional teams.
• Create, maintain and enhance support processes and procedures.
• Develop product knowledge and position Cribl solutions effectively.
• Ensure team performance against SLAs, CSAT, and other metrics.
• Participate in on-call, standby, or off-hours duties.

Skills

Leadership

Mentoring

Customer-facing

Communication

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a leading B2B SAAS data observability software company, seeks a Technical Support Manager to lead a highly technical team and oversee customer support escalations. The role emphasizes mentoring engineers, improving processes, and ensuring strong customer outcomes in a remote-first, globally distributed environment.

The position requires at least 10 years in customer-facing roles and 3+ years leading a technical team, with deep big data knowledge and experience across Cribl, Splunk,