Customer Support Manager
$116,000–$181,000 year
RemoteUnited States
Job Summary
Manage an industry-leading customer support team by handling escalations as the calm voice of reason during high-traffic chaos. Review cases, metrics, and statistics to ensure departmental success while mentoring engineers to drive their best performance. Create, maintain, and enhance processes and procedures to position Cribl products effectively. Participate as an advocate for both customers and engineers while ensuring team success against SLAs, CSAT, and other guiding metrics. This role requires stand-by, on-call, or off-hours duties. Join a specialized support team at Cribl, a leader in telemetry infrastructure for the AI era, partnering with Fortune 100 enterprises to bridge the gap between AI ambition and infrastructure reality.
Required Qualifications
- Proven ability to be a powerful leader
- Mentoring and Guiding Technical Engineers
- Strong technical skills
- 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
Desired Qualifications
- Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
- Experience with AWS, Azure, GCP, and other cloud platforms
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