Technical Support Manager — Escalations & CSAT Lead

Cribl; Salt Lake City (UT); 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

fertility treatment benefit

401(k)

equity

Job summary

Cribl is seeking a Technical Support Manager to join a highly technical, remote-first team. You will lead engineers, handle escalations, review metrics, and mentor staff to deliver top-quality software support for telemetry solutions in a fast-growing AI era.

You will drive customer advocacy, refine support processes, and expand product expertise while ensuring SLA and CSAT targets are met. Base salary ranges with comprehensive benefits are offered, with on-call duties as needed.

Qualifications

• At least 10 years in customer-facing roles with a track record guiding teams.
• 3+ years leading a highly technical team and mentoring engineers.
• Strong written and verbal communication; collaboration with customers and teams.

Responsibilities

• Manage an industry leading technical support team.
• Handle customer support escalations and provide calm guidance.
• Review cases, metrics, and statistics to ensure success.
• Mentor and coach engineers to improve outcomes.
• Advocate for customers and engineers; maintain processes and procedures.
• Grow technical knowledge of Cribl products and positioning.
• Ensure SLA, CSAT, and related metrics are met; standby/on-call duties.

Skills

Leadership

Mentoring

Strong communication

Customer-facing experience

Big data understanding

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to join a highly technical, remote-first team. You will lead engineers, handle escalations, review metrics, and mentor staff to deliver top-quality software support for telemetry solutions in a fast-growing AI era.

You will drive customer advocacy, refine support processes, and expand product expertise while ensuring SLA and CSAT targets are met. Base salary ranges with comprehensive benefits are offered, with on-call duties as needed.