About this role.
Cribl is seeking a Customer Support Manager to lead a highly technical support team focused on telemetry data management solutions. The role involves managing escalations, monitoring team metrics, mentoring engineers, and driving process improvements. Candidates need 10+ years of customer-facing experience and 3+ years leading technical teams, with bonus points for experience in big data ecosystems like Splunk or Kafka. This is a remote-first position with on-call requirements, offering a competitive base salary range of $116,000-$181,000. The ideal candidate is a collaborative, passionate leader who thrives in a fast-paced, growing company.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my interest in the Customer Support Manager position at Cribl. With over 10 years of customer-facing experience and 3+ years leading highly technical teams, I am excited about the opportunity to contribute to a company at the forefront of telemetry infrastructure for AI. My background includes managing escalations, driving team performance against SLAs, and building collaborative environments that prioritize both customer and employee success. I am particularly drawn to Cribl's remote-first culture and its focus on empowering customers through choice and flexibility. I look forward to bringing my passion for mentoring and continuous improvement to your herd.
Sincerely, [Your Name]
Sample interview questions
I focus on regular 1:1s, setting clear goals, and providing resources for skill development. I use data to identify gaps and offer targeted training, while also holding the team accountable to SLAs.
I step in to understand the issue, communicate transparently with the customer, and involve the right technical resources. I also ensure my engineer learns from the incident to prevent recurrence.
Key metrics include CSAT, SLA compliance, first response time, and case resolution time. I have improved these by analyzing trends, adjusting workflows, and implementing knowledge management systems to reduce repeat cases.
I would invest in continuous technical training, encourage knowledge sharing through documentation and brown-bag sessions, and ensure we have a strong escalation path to engineering for complex issues.
I create opportunities for virtual team-building, maintain open communication channels, and recognize contributions publicly. I also promote mentorship programs and cross-training so team members can learn from each other.
Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world’s biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next.
We’re one of the fastest‑growing private companies and a leading player in a massive, fast‑moving market. With a global workforce, we’re remote‑first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.
Why You’ll Love This Role
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.
As An Active Member Of Our Team, You Will…
- 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.
If You’ve Got It – We Want It
- Proven ability to be a powerful leader; Mentoring and Guiding Technical 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.
- BONUS POINTS
- Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
- Experience with AWS, Azure, GCP, and other cloud platforms
#LI-KJ1
#LI-Remote
The salary for this role is dependent on geographic location and will be based on the individual candidate’s job-related knowledge, skills, and experience.
In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the Cribl Corporate Bonus Program.
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), and equity.
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.
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