Technical Support Manager - Data Telemetry SaaS

Cribl; Richmond (VA); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health benefits

Dental & vision insurance

Equity

Paid holidays

Paid time off

Job summary

Cribl is seeking a Technical Support Manager to lead a highly technical support team in a remote-first, globally distributed company. The role focuses on customer success, data management expertise, and Cribl product positioning to deliver high-quality software and strong customer outcomes.

Ideal candidates have 10+ years in customer-facing roles with at least 3 years leading a technical team, plus deep big data awareness.

Qualifications

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers.
• Strong technical skills to mentor engineers and guide customers to a successful solution.
• Strong written and verbal communication skills.
• Proven success with encouraging knowledge sharing internally and externally at every opportunity.
• A deep understanding of goals and helping your team achieve them.
• A passion to elevate those around you and watch them succeed.
• A minimum of 3 years' experience as a leader of a highly technical team.
• 10 years' experience in customer facing roles.
• 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.
• This position will require stand-by, on-call, or off-hours duties.

Skills

Leadership

Mentoring

Communication

Knowledge sharing

Team goals

Elevating others

Customer facing

Problem solving

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 in a remote-first, globally distributed company. The role focuses on customer success, data management expertise, and Cribl product positioning to deliver high-quality software and strong customer outcomes.

Ideal candidates have 10+ years in customer-facing roles with at least 3 years leading a technical team, plus deep big data awareness.