Customer Support Manager

Cribl is a company building the telemetry infrastructure for the AI era, partnering with major enterprises to manage and analyze telemetry. They are seeking a Technical Support Manager to lead a specialized support team focused on customer success and technical excellence.

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
• This position will require stand-by, on-call, or off-hours duties

Requirements:

• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers
• Strong technical skills to help mentor engineers and help guide customers to a successful solution
• Strong written and verbal communication skills
• Proven success with encouraging knowledge sharing internally and externally at every opportunity
• A deep understanding of goals and helping your team achieve them
• A passion to elevate those around you and watch them succeed
• A minimum of 3 years' experience as a leader of a highly technical team
• 10 years' experience in customer facing roles
• Understanding of Big data and why data is important to companies
• This position will require stand-by, on-call, or off-hours duties
• Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
• Experience with AWS, Azure, GCP, and other cloud platforms