Technical Support Manager - Lead Enterprise Support & CSAT

Cribl; Olympia (WA); 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 lead a highly technical support team focused on customer success and CTL. You will mentor engineers, manage escalations, and drive metrics to SLA and CSAT goals while building Cribl product knowledge and championing customers and engineers.

Join a remote-first company with a strong benefits package and a focus on high-quality software delivery. Expect on-call duties and leadership responsibilities across a global customer base.

Qualifications

• Minimum 3 years leading a highly technical team.
• 10 years in customer-facing roles.
• Strong written and verbal communication skills.
• Understanding of big data and its business value.

Responsibilities

• Manage an industry leading team.
• Manage Customer Support Escalations.
• 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 skills

Technical skills

Big data understanding

Customer facing experience

Tools

Cribl experience

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team focused on customer success and CTL. You will mentor engineers, manage escalations, and drive metrics to SLA and CSAT goals while building Cribl product knowledge and championing customers and engineers.

Join a remote-first company with a strong benefits package and a focus on high-quality software delivery. Expect on-call duties and leadership responsibilities across a global customer base.