Technical Support Manager: Data Telemetry & CSAT Lead

Cribl; Springfield (IL); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health benefits

401(k)

Equity

Paid time off

Short-term disability

Dental

Vision

Life insurance

Holidays

Fertility treatment benefit

Job summary

Cribl, a B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a specialized, highly technical team focused on customer success. You will mentor engineers, own escalation handling, and drive departmental metrics while collaborating with customers to translate needs into scalable solutions.

This role requires at least 3 years of leadership in a technical setting and 10 years in customer-facing roles, with deep data awareness and cross-functional

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Deep understanding of big data and its importance to business.

Responsibilities

• Manage an industry leading team.
• Handle customer support escalations and be the calm voice of reason.
• Review cases, metrics and statistics to ensure departmental success.
• Mentor and coach engineers to drive their best performance.
• Advocate for customers and engineers in cross-functional settings.
• Create and improve processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and other metrics.
• On-call or stand-by duties as required.

Skills

Team leadership

Customer facing

Communication skills

Big data concepts

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a specialized, highly technical team focused on customer success. You will mentor engineers, own escalation handling, and drive departmental metrics while collaborating with customers to translate needs into scalable solutions.

This role requires at least 3 years of leadership in a technical setting and 10 years in customer-facing roles, with deep data awareness and cross-functional