Customer Support Manager

About the role

You will lead customer support operations to ensure world class service delivery. You will support platform engineering and SREs to maintain high system reliability and performance. You will enable 10x investigations by providing the right data and tools at the right time. You will own telemetry as a shared service to create a single source of truth for observability data. You will drive SOC modernization by updating processes and leveraging new technologies. You will avoid vendor lock-in by designing flexible and open solutions. You will support SIEM migration to streamline data workflows. You will control costs while maintaining high service standards.

Key facts

What you'll do

• You will lead customer support operations to set strategy and execution.
• You will support platform engineering and SREs with incident response and debugging.
• You will enable 10x investigations through efficient data access and tooling.
• You will own telemetry as a shared service to standardize metrics and logs.
• You will drive SOC modernization by implementing current best practices.
• You will avoid vendor lock-in by promoting open standards and portability.
• You will support SIEM migration to ensure data continuity and integrity.
• You will control costs by optimizing processes and resource usage.
• You will enable cloud migration by providing guidance and support.
• You will provide NetOps observability for network and operations teams.
• You will own data strategy and tiering to manage data lifecycle effectively.
• You will support DORA compliance by aligning with delivery and reliability metrics.
• You will run interactive demos to showcase capabilities and value.
• You will manage integrations to ensure seamless ecosystem connectivity.
• You will support build, route, enrich, investigate, reduce, transform, store, replay, collect, onboard, redact, visualize data across platforms.
• You will support Amazon Web Services, Microsoft, Crowdstrike, Palo Alto Networks
• Nav, Deloitte, Splunk, Elastic, Wiz, Exabeam, Confluent, Google.
• You will serve healthcare, managed security services, technology and software, communications and media, state/local government and education, retail, federal, manufacturing and logistics, financial services sectors.
• You will engage Cribl Learning, Cribl University, resource library, tech docs, community Slack for continuous learning.
• You will support Cribl products including Stream, Edge, Search, Lake, Cloud, Apps, AI Insights.
• You will provide interactive demo center, sandbox, cloud trial, demo request, and contact sales options.

Requirements

• You need customer support leadership experience to guide and develop support teams.
• You need technical judgment to assess complex issues and propose solutions.
• You need risk assessments to identify and mitigate potential problems.
• You need priority balancing to manage competing demands and deadlines.
• You need a preferred degree relevant to the field or equivalent experience.
• You must have experience working with observability data and pipelines.
• You must be able to work effectively in a fully remote environment.
• You must have strong written and verbal communication skills.
• You must be comfortable working with enterprise grade software and cloud platforms.
• You must have experience collaborating with cross functional teams.
• You must understand data lifecycle management and operational processes.
• You must demonstrate problem solving skills in high pressure situations.
• You must be able to interpret technical documentation and translate to customer value.

Practical notes

Note: About the company

Cribl provides an observability pipeline that gives customers control over their data. Founded in 2018, Cribl's platform helps organizations route, reduce, and enrich observability data.

For , Lead customer support operations.

For , Support platform engineering and SREs.

For , Enable 10x investigations.

For , Own telemetry as a shared service.

For , Drive SOC modernization.

For , Avoid vendor lock-in.

For , Support SIEM migration.

For , Control costs.

For , Enable cloud migration.

For , Provide NetOps observability.

For , Own data strategy and tiering.

For , Support DORA compliance.

For , Run interactive demos.

For , Manage integrations.

For , Support build/route/enrich/investigate/reduce/transform/store/replay/collect/onboard/redact/visualize.

Support Amazon Web Services, Microsoft, Crowdstrike, Palo Alto Networks

Nav, Deloitte, Splunk, Elastic, Wiz, Exabeam, Confluent, Google.

Serve healthcare, managed security services, technology and software, communications and media, state/local government and education, retail, federal, manufacturing and logistics, financial services.

Engage Cribl Learning, Cribl University, resource library, tech docs, community Slack.

Support Cribl products: Stream, Edge, Search, Lake, Cloud, Apps, AI Insights.

Provide interactive demo center, sandbox, cloud trial, demo request, contact sales.

The role is full time and based in the United States. The position requires the ability to work remotely with a high degree of independence and collaboration. Travel is not required for this position. Visa sponsorship information is not available at this time. Application deadlines are not specified in the source material. The successful candidate will work closely with product, engineering, and executive stakeholders to ensure alignment between support strategy and business objectives. The manager will be responsible for creating playbooks, defining escalation paths, and establishing metrics to measure support effectiveness. They will analyze support trends to drive product improvements and customer satisfaction. The role involves balancing technical depth with business acumen to deliver outstanding customer experiences.