Customer Support Manager

About Our Client

This organization operates in the telemetry infrastructure space, addressing the challenge of bridging the gap between AI ambitions and the practical infrastructure needed to realize them. Serving IT and Security teams at many large enterprises, including half of the Fortune 100, the organization provides telemetry management and analysis solutions that offer choice, control, and flexibility to handle data from both humans and agents. It is a rapidly growing private company with a global, remote-first workforce focused on software development.

About the Opportunity

The Customer Support Manager leads a specialized technical support team focused on customer success by providing deep expertise in data management systems and related solutions. This role is responsible for managing escalations, mentoring engineers, and ensuring high-quality service delivery aligned with key performance metrics. The position plays a critical role in maintaining customer satisfaction and supporting the organization's product quality and reputation.

Responsibilities

• Manage a leading technical support team
• Handle customer support escalations and provide steady leadership during challenges
• Review cases, metrics, and statistics to monitor team performance
• Mentor and coach engineers to promote their success
• Advocate for both customers and engineers
• Develop, maintain, and improve processes and procedures
• Build and maintain technical knowledge of the organization's products
• Ensure team meets service level agreements (SLAs) and customer satisfaction metrics
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• Participate in stand-by, on-call, or off-hours duties as required

Requirements

• Proven leadership experience mentoring technical engineers
• Strong technical skills to guide engineers and assist customers
• Excellent written and verbal communication
• Experience promoting knowledge sharing internally and externally
• Clear understanding of team goals and ability to drive achievement
• Passion for elevating team members and supporting their growth
• Minimum of 3 years managing a highly technical team
• At least 10 years in customer-facing roles
• Understanding of big data and its importance to businesses
• Bonus: Experience with Cribl, Splunk, Elastic, Kafka, Kinesis, or related technologies
• Bonus: Experience with AWS, Azure, GCP, or other cloud platforms

Pay Range and Compensation Package

Base salary range: $116,000 to $181,000 USD, dependent on geographic location and candidate experience. Eligibility for incentive compensation or corporate bonus program depending on role. Comprehensive benefits package including:

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays and paid time off
• Fertility treatment benefit
• 401(k)
• Equity