Technical Support Manager - Data Telemetry & AI Platform

Cribl; Boston (MA); A distancia; USD 116.000 - 181.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Descripción de la vacante

Cribl, the B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a highly technical team dedicated to customer success. You will mentor engineers, drive SLA metrics, and champion scalable support processes.

You'll review cases and metrics, advocate for customers and engineers, and stand by for on-call duties as needed. The role combines leadership with hands-on technical guidance in a fast-growing AI-driven infrastructure landscape.

Formación

• Minimum 3 years' experience as a leader of a highly technical team.
• 10 years' experience in customer facing roles.
• Strong written and verbal communication skills.
• Understanding of Big data and why data is important to companies.

Responsabilidades

• 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.

Conocimientos

Leadership

Mentoring

Communication

Customer facing

Big data

Descripción del empleo

Cribl, the B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a highly technical team dedicated to customer success. You will mentor engineers, drive SLA metrics, and champion scalable support processes.

You'll review cases and metrics, advocate for customers and engineers, and stand by for on-call duties as needed. The role combines leadership with hands-on technical guidance in a fast-growing AI-driven infrastructure landscape.