Technical Support Manager — Enterprise Success

Cribl; Jefferson City (MO); Remote; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

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 support team. This role focuses on customer success, mentoring engineers, and driving metrics like SLA and CSAT while handling escalations and stand-by duties.

You will build processes, expand product knowledge, and advocate for customers and engineers. Cribl offers a comprehensive benefits package, remote-first culture, and a base salary range of $116,000–$181,000 USD.

Qualifications

• Proven leadership of a highly technical team.
• 3+ years leading a highly technical team.
• 10 years in customer facing roles.
• Strong written and verbal communication skills.
• Ability to mentor engineers.
• Deep understanding of data and big data.

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

Customer facing

Goal orientation

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. This role focuses on customer success, mentoring engineers, and driving metrics like SLA and CSAT while handling escalations and stand-by duties.

You will build processes, expand product knowledge, and advocate for customers and engineers. Cribl offers a comprehensive benefits package, remote-first culture, and a base salary range of $116,000–$181,000 USD.