Technical Support Manager — Remote AI Telemetry

Cribl; Little Rock (AR); 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 seeks a Technical Support Manager to lead a highly technical support team, ensuring customer outcomes and high-quality software delivery. You will mentor engineers, manage escalations, and drive CSAT and SLA success across Cribl products.

The role emphasizes hands-on leadership, cross-functional collaboration, and a deep understanding of big data. This remote-first position offers a competitive salary and equity within a strong benefits package.

Qualifications

• Minimum 3 years’ experience as a leader of a highly technical team.
• 10 years’ experience in customer facing roles.
• Deep understanding of data concepts and the value of data.
• Excellent 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, 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

Technical mentoring

Customer facing

Problem solving

Tools

Cribl

Splunk

Elastic

Kafka

Kinesis

Job description

Cribl seeks a Technical Support Manager to lead a highly technical support team, ensuring customer outcomes and high-quality software delivery. You will mentor engineers, manage escalations, and drive CSAT and SLA success across Cribl products.

The role emphasizes hands-on leadership, cross-functional collaboration, and a deep understanding of big data. This remote-first position offers a competitive salary and equity within a strong benefits package.