Technical Support Manager, Data Telemetry Lead

Cribl; Des Moines (IA); 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, a remote-first B2B SAAS data observability company, is seeking a Technical Support Manager to lead a highly technical support team and ensure top-tier customer outcomes.

You will manage escalations, mentor engineers, drive SLAs and CSAT, and develop processes while building knowledge of Cribl products. This role requires 3+ years leading technical teams and 10+ years in customer-facing roles, with standby/on-call duties.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer-facing roles.
• Strong written and verbal communication skills.
• Passion for mentoring engineers and elevating the team.
• Understanding of big data and its importance 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.
• This position will require stand‑by, on‑call, or off‑hours duties.

Skills

People leadership

Technical mentoring

Customer-facing

Communication skills

Big data concepts

Tools

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Cribl experience

Job description

Cribl, a remote-first B2B SAAS data observability company, is seeking a Technical Support Manager to lead a highly technical support team and ensure top-tier customer outcomes.

You will manage escalations, mentor engineers, drive SLAs and CSAT, and develop processes while building knowledge of Cribl products. This role requires 3+ years leading technical teams and 10+ years in customer-facing roles, with standby/on-call duties.