Customer Support Manager

🕒 Yesterday

🇺🇸 United States – Remote

💵 $116k - $181k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

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Cribl

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

☁️ SaaS

SaaS • Cloud

Cribl is a company providing a cloud-based service, allowing users to manage and analyze their data through a web application. The service includes features for user accounts and integration with Google for authentication.

📋 Description

• Manage an industry-leading customer support team • Manage customer support escalations and provide calm guidance during critical situations • Review cases, metrics, and statistics to ensure departmental success • Mentor and coach engineers to drive their success • Advocate for customers and engineers • Create, maintain, and enhance processes and procedures • Build technical knowledge of Cribl products and position them effectively • Ensure team success against SLAs, CSAT, and other guiding metrics • Perform standby, on-call, or off-hours duties

🎯 Requirements

• Proven ability to lead, mentor, and guide technical engineers • Strong technical skills for mentoring engineers and guiding customers toward successful solutions • Strong written and verbal communication skills • Proven success encouraging internal and external knowledge sharing • Deep understanding of goals and helping teams achieve them • Passion for elevating others and supporting their success • 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 its importance to companies • Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies is a bonus • Experience with AWS, Azure, GCP, and other cloud platforms is a bonus • Standby, on-call, or off-hours availability 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 roles • Remote-first work environment