Customer Support Manager

Cribl
Georgia
Workplace: RemoteFull timeUSD 116,000 - 181,000Function: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Leadership","Mentoring","Communication","Collaboration","Knowledge sharing"]

Lead a specialized technical support team that helps customers successfully manage and analyze telemetry. You’ll handle escalations, review cases and metrics (SLA, CSAT), and mentor engineers through complex customer issues. Build and improve support processes and deepen your technical understanding of Cribl products so you can guide customers and advocate for both customers and engineers, including on-call/off-hours duties.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Cribl
Cribl
4 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead a specialized technical support team that helps customers successfully manage and analyze telemetry. You’ll handle escalations, review cases and metrics (SLA, CSAT), and mentor engineers through complex customer issues. Build and improve support processes and deepen your technical understanding of Cribl products so you can guide customers and advocate for both customers and engineers, including on-call/off-hours duties.
Location: Georgia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage an industry-leading technical support team
  • •Manage customer support escalations and handle on-call/off-hours duties
  • •Review cases, metrics, and statistics to drive departmental success
  • •Mentor and coach engineers to help them succeed
  • •Create, maintain, and enhance processes and procedures for support operations

Pay and Benefits

Salary: USD 116,000 - 181,000
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsurancePaid LeaveFertility Benefit401kEquity

Key Requirements

  • •3+ years’ experience as a leader of a highly technical team
  • •10 years’ experience in customer-facing roles
  • •Strong technical skills to mentor engineers and guide customers to successful solutions
  • •Strong written and verbal communication skills with proven knowledge sharing
  • •Understanding of big data and why data is important to companies
Experience:3+ yearsBig dataCustomer support
Skills:LeadershipMentoringCommunicationCollaborationKnowledge sharing
Languages:English
Tech Stack:CriblSplunkElasticKafkaKinesisAWSAzureGCP

Company Brief

Cribl
Builds observability and data routing software that enables organizations to collect, process, and route machine data (logs, metrics, traces) to analytics and storage destinations while reducing costs and improving operational visibility.
Industry: Data Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn