Technical Support Manager: Data Telemetry Lead

Cribl

Trenton (NJ)

Remote

USD 116,000 - 181,000

Full time

10 days ago

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

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 is seeking a Technical Support Manager to lead a highly technical team dedicated to customer success. You will own escalation handling, review metrics, and mentor engineers while shaping support processes and SLAs.

This role requires deep data-management knowledge, strong communication, and a passion for helping customers use Cribl effectively. The team collaborates across product and engineering in a remote-first environment; prior leadership of 3+ years and 10+ years in customer-facing

Qualifications

3+ years as a leader of a highly technical team
10+ years in customer-facing roles
Strong written and verbal communication skills
Understanding of big data and why data matters 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