Customer Support Manager

About the role

Cribl is seeking a Technical Support Manager to lead a specialized support team focused on customer success. This role involves managing escalations, mentoring engineers, and ensuring the team meets key performance metrics while maintaining high-quality software support.

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.

Required skills

• Technical leadership
• Mentoring
• Customer support
• Big data
• Communication skills

Nice to have

• Cribl
• Splunk
• Elastic
• Kafka
• Kinesis
• AWS
• Azure
• GCP

Qualifications

• 3 years of experience as a leader of a highly technical team
• 10 years of experience in customer facing roles

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays
• Paid time off
• Fertility treatment benefit
• 401(k)
• Equity

About the Company

Cribl is the AI Platform for Telemetry, partnering with IT and Security teams at major enterprises to bridge the gap between AI ambition and infrastructure reality. The company is remote-first and focuses on providing customers with choice, control, and flexibility to manage and analyze telemetry data.