Technical Support Manager, Data Telemetry & CSAT

Cribl; Raleigh (NC); 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 is seeking a Technical Support Manager to lead a highly technical support team focused on customer success, data management systems, and Cribl solutions. You will mentor engineers, review metrics, and ensure SLAs and CSAT targets are met.

This role requires 10+ years in customer-facing roles, 3+ years leading technical teams, strong written and verbal communication, and experience with big data technologies and cloud platforms.

Qualifications

• A minimum of 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.

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

Technical skills

Customer communication

Big data knowledge

Collaboration

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success, data management systems, and Cribl solutions. You will mentor engineers, review metrics, and ensure SLAs and CSAT targets are met.

This role requires 10+ years in customer-facing roles, 3+ years leading technical teams, strong written and verbal communication, and experience with big data technologies and cloud platforms.