Customer Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a top-tier customer support team

• Handle escalations in customer support and offer composed guidance during critical incidents

• Analyze cases, metrics, and statistics to ensure the success of the department

• Mentor and coach engineers to foster their professional growth

• Act as an advocate for both customers and engineers

• Develop, maintain, and improve processes and procedures

• Build expertise in Cribl products and effectively position them

• Ensure the team meets performance targets related to SLAs, CSAT, and other key metrics

• Participate in standby, on-call, or after-hours responsibilities

⛳️ Requirements

• Demonstrated ability to lead, mentor, and guide technical engineers

• Strong technical proficiency for mentoring engineers and directing customers towards effective solutions

• Excellent written and verbal communication capabilities

• Proven track record of fostering knowledge sharing both internally and externally

• In-depth understanding of team goals and the ability to help achieve them

• Passion for uplifting others and contributing to their success

• At least 3 years of experience leading a highly technical team

• A minimum of 10 years’ experience in customer-facing roles

• Familiarity with big data and its significance to organizations

• Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or similar technologies is advantageous

• Experience with cloud platforms such as AWS, Azure, GCP, etc., is a plus

• Availability for standby, on-call, or off-hours is required

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Short-term disability insurance

• Life insurance

• Paid holidays

• Paid time off

• Fertility treatment benefit

• 401(k)

• Equity

• Cribl Corporate Bonus Program for eligible non-sales positions

• Remote-first work environment