Description
Role Summary:
What you'll get to do:
Job responsibilities include but are not limited to:
- Lead a team of Technical Support Engineers who may be located in multiple countries/ locations.
- Ensure the team applies the resources, tools, information, and established processes vital to deliver effective Application Development solutions to customers.
- Meet or exceed business objectives focused on Customer Satisfaction, metrics attainment and operational excellence.
- Collaborate with other Splunk departments such as Dev Engineering, Account Management Teams, Engineering and Supportability.
- Set team goals in alignment with Global Support objectives as well as assisting direct reports in the definition and attainment of individual goals.
- Ensure the delivery and completion of technical and soft-skills training for direct reports.
- Manage workflows and schedules for direct reports to ensure adequate shift coverage.
- Manage situations and communicate with customers to support your direct reports as necessary.
- Partner with peers in AMER and EMEA to ensure globally consistent strategies and processes are in place to improve efficiencies and customer satisfaction.
- Committed customer advocate. Continuously evaluate the support experience and contribute to ideation and execution of programs to improve customer experience.
- Serve not only as a leader/ manager, but also a mentor, be a knowledge resource, and escalation point for direct reports, building credibility and trust within your team and with your peers within and outside of Global Support.
- Review team backlog and performance daily.
- Participation in cross team and global committees and projects
Skills:
- Detailed and organized, with a track record for understanding urgency and delivering quality results.
- Strong eye for business.
- Excellent written and verbal communication skills.
- Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.
- Demonstrated confidence in dealing with all levels of management, both internal and customer.
- Ability to understand and advance issues efficiently and appropriately.
- Comfortable hosting calls with multiple attendees, both technical and non-technical.
- Skilled at negotiating firmly but fairly, demonstrating the ability to manage customer escalations.
- Ability to attract, hire and retain successful support professionals.
- Ability to develop and deliver creative business solutions for complex problems.
- Passionate about helping customers.
- Handles stress well.
Must-have Qualifications:
- 8+ years Technical/ Customer Support or related Operational Leadership experience.
- Experience with cloud-based technologies and an understanding of modern application architecture. (Splunk Cloud preferred)
- Experience creating and developing Splunk Apps and Addons.
- Experience with SaaS based solutions and open source components - open source monitoring tools (i.e. Nagios, Ganglia, collectd, Graphite, etc.) preferred.
- Startup and hyper growth experience.
- Experience leading teams that are geographically dispersed.
- Experience working as part of a global organization.
- Technical undergraduate degree.
- Ability to work flexible hours/ days. Splunk Support is a 24x7 operation with a mix of staffed and on-call weekend requirements.
Note:
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $159,200.00 - 218,900.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $143,280.00 - 197,010.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $127,360.00 - 175,120.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Thank you for your interest in Splunk!
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