Technical Support Manager: Lead & Elevate Customer Success

Cribl; Concord (NH); On-site; 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, a B2B SAAS data observability company, seeks a Technical Support Manager to lead a highly technical customer‑facing team. You’ll mentor engineers, drive escalations, and improve support processes while ensuring SLA and CSAT goals.

Expect on‑call duties and close collaboration with customers and internal teams. Ideal candidates have 3+ years leading technical teams, 10+ years in customer‑facing roles, strong written and verbal communications, and deep big‑data understanding.

Qualifications

• 3+ years leading a highly technical team.
• 10+ years in customer‑facing roles.
• Strong technical chops to mentor engineers and guide customers.
• Deep understanding of big data and its business value.
• Strong written and verbal communication skills.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations and be the calm voice of reason amongst the chaos.
• Review cases, metrics, and statistics to ensure departmental success.
• Mentoring and coaching to drive Engineers to their best.
• Participate and advocate for Customers and Engineers.
• Create, maintain, enhance processes and procedures.
• Build technical knowledge of Cribl products and positioning.
• Ensure team meets SLAs, CSAT, and related metrics.

Skills

Leadership

Mentoring

Communication

Customer orientation

Big data understanding

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

AWS/GCP/Azure

Job description

Cribl, a B2B SAAS data observability company, seeks a Technical Support Manager to lead a highly technical customer‑facing team. You’ll mentor engineers, drive escalations, and improve support processes while ensuring SLA and CSAT goals.

Expect on‑call duties and close collaboration with customers and internal teams. Ideal candidates have 3+ years leading technical teams, 10+ years in customer‑facing roles, strong written and verbal communications, and deep big‑data understanding.