客户服务经理
Customer Support Manager
加入正在为人工智能时代构建遥测基础设施的公司。在 Cribl，我们与全球许多大型企业的 IT 和安全团队合作，包括财富 100 强中的一半，弥合人工智能抱负与基础设施现实之间的差距。作为遥测的人工智能平台，我们为客户提供了选择、控制和灵活性，以管理和分析人类和代理的遥测数据，使他们能够打造未来。
我们是增长最快的私营公司之一，也是巨大且快速发展的市场中的领先者。我们拥有全球化的员工队伍，以远程办公为主，并秉持一个简单的理念：软件是一项以人为本的业务。Cribl 是一个充满好奇心和协作精神的人可以发挥最佳水平、快速成长并展现真实自我的地方。
**为什么你会喜欢这个职位**
Cribl 正在寻找一名技术客服经理，加入一个专业客服团队。该职位的核心是通过深入理解数据管理系统和解决方案、Cribl 与这些解决方案的互动，以及利用我们的知识来帮助我们接触到的每个人实现成功，从而推动客户成功。
在这个职位上，你将加入一个高度技术化且注重协作的团队，他们致力于交付高质量的软件，享受互联网上的所有山羊表情包，并真正享受与客户的每一次互动。理想的候选人应具备扎实的技术能力、帮助客户的天然愿望，以及与人协作的自然亲和力。
**作为我们团队的活跃成员，你将…**
- 管理一个行业领先的团队。
- 处理客户支持升级问题，在混乱中保持冷静理智的声音。
- 审查案例、指标和统计数据，确保部门的成功。
- 指导和培训工程师，推动他们取得最佳成果。
- 参与并成为客户和工程师的倡导者。
- 创建、维护和优化流程和程序。
- 建立对 Cribl 产品和技术的深入了解，并学会如何推广它们。
- 确保团队达成 SLA、CSAT 和其他指导性指标。
- 该职位需要待命、值班或非工作时间的工作。
**如果你具备这些特质 - 我们想要你**
- 有强大领导力的证明；能够指导和引导技术人员。
- 强大的技术能力，能够指导工程师并帮助客户找到成功的解决方案。
- 强大的书面和口头沟通能力。
- 在鼓励知识共享方面有成功经验。
查看英文原文
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.
Base Salary Range
$116,000—$181,000 USD
**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](https://cribl.io/about-us/).