Technical Support Manager — Data Telemetry Lead

Cribl; Madison (WI); Remote; 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

401(k)

Equity

Job summary

Cribl is seeking a Technical Support Manager to lead a specialized, highly technical support team. The role emphasizes customer success by applying deep knowledge of data management systems and Cribl solutions, mentoring engineers, and driving high-quality software delivery.

You will coordinate with customers and engineers, maintain processes, and uphold SLA and CSAT targets. The position is remote-first with coverage in the United States and globally.

Qualifications

• Experience leading a highly technical team.
• Strong written and verbal communication skills.
• Proven ability to mentor engineers and guide customers to a solution.
• Demonstrated success sharing knowledge internally and externally.
• Deep understanding of goals and helping teams achieve them.
• Passion to elevate colleagues and drive performance.
• 3+ years as a leader of a technical team.
• 10+ years in customer-facing roles.
• Understanding of Big Data and its value 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

Leadership experience

Customer-facing communication

Mentoring engineers

Strategic leadership

Goal-oriented mindset

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl is seeking a Technical Support Manager to lead a specialized, highly technical support team. The role emphasizes customer success by applying deep knowledge of data management systems and Cribl solutions, mentoring engineers, and driving high-quality software delivery.

You will coordinate with customers and engineers, maintain processes, and uphold SLA and CSAT targets. The position is remote-first with coverage in the United States and globally.