[Remote] Customer Support Manager
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Health
- Dental
- Vision
- Short-term disability
- Life insurance
- Paid holidays
- Paid time off
- A fertility treatment benefit
- 401(k)
- Equity
Company Overview
Company H1B Sponsorship