Customer Support Manager

• Cribl is seeking a Technical Support Manager to be a part of a specialized support team. This role is centered on customer success by providing in-depth knowledge of data management systems and solutions, Cribl’s interactions with those solutions and using our knowledge to lift up everyone we may come in contact with
• In this role, you will be joining a highly technical and collaborative team that is committed to shipping high quality software, enjoying all the goat gifs the internet has to offer, and truly enjoys all our interactions with our customers. The ideal candidate for this role has a mixture of strong technical chops, an innate desire to help customers, and a natural affinity for collaboration
• 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

Benefits

• Medical, dental, and vision insurance: Our comprehensive benefit plans have you and your family covered when it comes to the important stuff. Beyond the basics, we also have supplemental plans like accident insurance, One Medical, and FSA/HSA accounts.
• Disability and income protection: When you need it most, Cribl’s disability and income protection benefits have your back, with up to 4 weeks of paid medical leave. We also cover basic life insurance with options to increase your coverage.
• Mental health Care: Mental health is physical health! We offer free coaching, therapy sessions and more through Modern Health to support you in navigating all aspects of life.
• Retirement plan: Saving for the future doesn’t happen all at once. We offer retirement accounts to help you make progress towards your financial goals.
• Family planning: Regardless of what your family unit looks like at home, Cribl supports your journey by offering family-forming benefits from adoption, to fertility, and through postpartum. We also offer a paid gender-neutral parental leave benefit to support you and your family.
• Time off: We offer generous, flexible time off for all employees and empower you to balance your work and life in the ways that suit you best. Twice a year we all log off together for a “Recharge Day”, and in December we enjoy a company-wide winter break.
• Remote office perks: All new employees receive a one-time $1,000 stipend towards their home-office set up. We also offer a monthly reimbursement for phone, internet, coworking pass, or a weekly meal.

• A deep understanding of goals and helping your team achieve them
• Understanding of Big data and why data is important to companies
• Proven ability to be a powerful leader; Mentoring and Guiding Technical Engineers
• A minimum of 3 years’ experience as a leader of a highly technical team
• A passion to elevate those around you and watch them succeed
• Strong technical skills to help mentor engineers and help guide customers to a successful solution
• Proven success with encouraging knowledge sharing internally and externally at every opportunity
• Strong written and verbal communication skills
• 10 years’ experience in customer facing roles
• Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
• Experience with AWS, Azure, GCP, and other cloud platforms