Customer Support Manager

$145,000 - $181,000/Yr

Cribl - Madison, WI

Full-time - Manager

Madison, WI

About the position

Cribl is seeking a Technical Support Manager to lead a specialized support team focused on customer success. This role emphasizes providing in-depth knowledge of data management systems and solutions, ensuring high-quality interactions with customers, and fostering a collaborative team environment. The ideal candidate will possess strong technical skills, a passion for helping customers, and a commitment to team success.

Responsibilities

• Manage an industry leading team.
• Handle Customer Support Escalations and maintain composure during challenging situations.
• Review Cases, Metrics, and Statistics to ensure departmental success.
• Mentor and coach Engineers to achieve their best performance.
• Advocate for both Customers and Engineers.
• Create, maintain, and enhance Processes and Procedures.
• Build technical knowledge of Cribl products and their positioning.
• Ensure team success in meeting SLA's, CSAT, and other guiding metrics.

Requirements

• Proven ability to lead and mentor a highly technical team.
• Strong written and verbal communication skills.
• Experience in encouraging knowledge sharing internally and externally.
• Deep understanding of team goals and facilitating their achievement.
• Minimum of 3 years' experience as a leader of a technical team.
• 10 years' 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, GCP, and other cloud platforms.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays
• Paid time off
• Fertility treatment benefit
• 401(k) plan
• Equity options
• Eligibility for a discretionary company-wide bonus