Customer Support Manager
Leads a highly technical customer support team, managing escalations, coaching engineers, improving processes, and ensuring SLA and CSAT performance. Requires strong technical and communication skills, 3+ years leading technical teams, and 10 years in customer-facing roles.
About the job
Responsibilities
- Manage an industry-leading technical support team.
- Manage customer support escalations and provide calm, effective guidance during complex issues.
- Review cases, metrics, and statistics to ensure departmental success.
- Mentor and coach engineers to support their professional success.
- Advocate for customers and engineers.
- Create, maintain, and enhance processes and procedures.
- Build technical knowledge of Cribl products and how to position them.
- Ensure team success against SLAs, CSAT, and other guiding metrics.
- Participate in standby, on-call, or off-hours duties.
Requirements
- Proven ability to lead, mentor, and guide technical engineers.
- Strong technical skills to mentor engineers and guide customers toward successful solutions.
- Strong written and verbal communication skills.
- Proven success encouraging knowledge sharing internally and externally.
- Deep understanding of goals and helping teams achieve them.
- Passion for elevating colleagues and supporting their success.
- Minimum of 3 years of experience leading a highly technical team.
- 10 years of experience in customer-facing roles.
- Understanding of big data and its importance to companies.
Nice-to-haves
- Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies.
- Experience with AWS, Azure, Google Cloud, and other cloud platforms.
Compensation and Benefits
- Base salary range: $116,000–$181,000 USD, dependent on geographic location and the candidate’s job-related knowledge, skills, and experience.
- Eligibility for the Cribl Corporate Bonus Program.
- Benefits include health, dental, vision, short-term disability, life insurance, paid holidays, paid time off, fertility treatment benefits, 401(k), and equity.
Skills
Customer Support, Customer Escalations, Big Data, Cribl, Splunk, Elastic, Kafka, Kinesis, AWS, Azure, GCP, Service-Level Agreements, Csat
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