Cribl
Customer Support Manager
Job Summary
The role involves leading and mentoring a highly technical customer support team, ensuring customer success through deep understanding of data management systems and solutions. The candidate should have strong technical skills, excellent communication abilities, and experience managing escalations and driving team performance. The position emphasizes collaboration, process development, and customer advocacy within a remote-first environment. Prior experience with Big Data, cloud platforms, or related technologies is preferred.
Required Skills
Benefits
Job Description
Cribl does differently.
What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are.
As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.
Why You’ll Love This Role
Cribl is seeking a highly technical, Customer 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 very 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.
As An Active Member Of Our Team, You Will…
- Proven ability to be a powerful leader; Mentoring and Guiding Customer Support Engineers.
- Strong technical skills to help mentor engineers and help guide customers to a successful solution.
- Strong written and verbal communication skills.
- Proven success with encouraging knowledge sharing internally and externally at every opportunity.
- A deep understanding of goals and helping your team achieve them.
- A passion to elevate those around you and watch them succeed.
- A minimum of 3 years’ experience as a leader of a highly technical team.
- 10 years’ experience in customer facing roles.
- Understanding of Big data and why data is important to companies.
- This position will require stand-by, on-call, or off-hours duties.
If You’ve Got It - We Want It
- 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.
Bonus Points/Preferred Qualifications
- Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
- Experience with AWS, Azure, GCP, and other cloud platforms
Salary Range ($145,000 - $181,000)
The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience. In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.
Bring Your Whole Self
Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
Interested in joining the Cribl herd? Learn more about the smartest, funniest, most passionate goats you’ll ever meet at cribl.io/about-us.
Cribl
Cribl is built for IT and Security data and provides a unified data management platform for exploring, collecting, processing, and accessing that data at scale.
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