Technical Support Manager - Leader, Escalations & CSAT

Cribl; Harrisburg (Dauphin County); 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 dedicated to customer success. You will own escalations, mentor engineers, and push for high-quality software delivery while collaborating across functions and promoting best practices.

The role emphasizes on-call duties, process optimization, and advocacy for customers and engineers, with a remote-first, global work environment.

Qualifications

• At least 3 years of experience as a leader of a highly technical team.
• 10 years of experience in customer facing roles.
• Strong written and verbal communication skills.
• Understanding of big data and its importance to companies.

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

Communication

Mentoring

Job description

Cribl is seeking a Technical Support Manager to lead a highly technical support team dedicated to customer success. You will own escalations, mentor engineers, and push for high-quality software delivery while collaborating across functions and promoting best practices.

The role emphasizes on-call duties, process optimization, and advocacy for customers and engineers, with a remote-first, global work environment.