Technical Support Manager — Lead, Mentor & SLA Focus

Cribl; Jackson (MS); 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 is seeking a Technical Support Manager to lead a highly technical, customer‑facing team focused on data observability solutions. You will manage escalations, review metrics, and mentor engineers to deliver high‑quality software while maintaining SLA and CSAT targets.

You bring at least 10 years in customer facing roles, 3+ years leading a technical team, and strong communication, with a deep understanding of big data and telemetry platforms.

Qualifications

• Proven ability to lead a highly technical team.
• Strong written and verbal communication skills.
• Experience in customer-facing roles and mentorship.
• Ability to drive knowledge-sharing internally and externally.
• Deep understanding of data/telemetry platforms and goals.

Responsibilities

• Manage an industry leading team.
• Handle Customer Support Escalations and provide calm guidance.
• Review cases, metrics, and statistics to ensure success.
• Mentor engineers to achieve their best results.
• Advocate for customers and engineers within Cribl.

Skills

Leadership

Customer-facing

Communication skills

Mentoring

Technical troubleshooting

Big data concepts

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical, customer‑facing team focused on data observability solutions. You will manage escalations, review metrics, and mentor engineers to deliver high‑quality software while maintaining SLA and CSAT targets.

You bring at least 10 years in customer facing roles, 3+ years leading a technical team, and strong communication, with a deep understanding of big data and telemetry platforms.