Technical Support Manager — Lead & Elevate Customer Success

Cribl; Bismarck (ND); On-site; 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, a leading B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a highly technical support team and drive customer success. The role requires mentoring engineers, managing escalations, and maintaining SLA/CDET metrics while advancing Cribl product knowledge and customer advocacy.

The position emphasizes strong leadership, collaboration with customers and engineers, and a remote-first culture with comprehensive benefits.

Qualifications

• Minimum 10 years in customer-facing roles.
• At least 3 years leading a highly technical team.
• Strong written and verbal communication skills.
• Proven ability to mentor engineers and guide customers to a solution.
• Experience elevating knowledge sharing internally and externally.

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.

Skills

Leadership

Technical mentoring

Communication skills

Customer-facing

Mentoring engineers

Team management

SLA awareness

Tools

Cribl products

Splunk

Elastic

Kafka

Kinesis

AWS

Azure

GCP

Job description

Cribl, a leading B2B SAAS data observability software company, is seeking a Technical Support Manager to lead a highly technical support team and drive customer success. The role requires mentoring engineers, managing escalations, and maintaining SLA/CDET metrics while advancing Cribl product knowledge and customer advocacy.

The position emphasizes strong leadership, collaboration with customers and engineers, and a remote-first culture with comprehensive benefits.