Technical Support Manager for Data Telemetry & AI

Cribl; Frankfort (KY); On-site; USD 116,000 - 181,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

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 specialized, highly technical support team focused on customer success and data management solutions.

You will mentor engineers, manage escalations, review metrics, and drive processes while staying hands-on with Cribl products. This remote-first role requires coordinating across time zones and delivering service excellence through clear, proactive communication. The position offers a competitive salary, equity and comprehensive benefits.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer‑facing roles.
• Strong written and verbal communication.
• Understanding of big data and its importance to business.
• Experience mentoring engineers to customer solutions.

Responsibilities

• Lead and develop a high‑performing technical support team.
• Handle customer support escalations and provide calm guidance.
• Review case metrics to improve department performance.
• Mentor engineers to deliver successful customer outcomes.
• Create and refine processes and procedures.
• Deepen knowledge of Cribl products and positioning.
• Ensure SLA, CSAT, and other key metrics are met.
• Occasional stand‑by/on‑call duties.

Skills

Leadership

Mentoring

Technical knowledge

Communication

Knowledge sharing

Customer facing

Big data

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl is seeking a Technical Support Manager to lead a specialized, highly technical support team focused on customer success and data management solutions.

You will mentor engineers, manage escalations, review metrics, and drive processes while staying hands-on with Cribl products. This remote-first role requires coordinating across time zones and delivering service excellence through clear, proactive communication. The position offers a competitive salary, equity and comprehensive benefits.