# Customer Support Manager

**Company:** [Cribl](https://hotfix.jobs/companies/cribl)
**Location:** Remote
**Role:** Customer Success
**Salary:** $116k – $181k/yr
**Experience:** 10+ years
**Skills:** Customer Support, Customer Escalations, Big Data, Cribl, Splunk, Elastic, Kafka, Kinesis, AWS, Azure, GCP, Service-Level Agreements, Csat
**Posted:** 2026-08-03

> 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.

## Job Description

## 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.

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