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Customer Success and Support

Americas Cloud Platform Technical Support Director

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary

The Cloud Platform Technical Support Director is a key member of the AMER Region Global Support Organization team and is accountable for delivering extraordinary employee and customer experiences, proactive support and leading the team through our exciting and rapid growth.
We are looking for an operational fanatic with strong support experience who is a dedicated advocate for exceeding customer expectations. Success in this role requires a leader to be passionate, innovative, disruptive, open and fun – all of Splunk’s core values. The successful candidate has very successfully run an operational organization at scale, can motivate teams, and can lead and influence effortlessly across Splunk.

What you'll get to do

  • Lead the Americas Cloud Platform team of Support professionals delivering extraordinary service to our customers.
  • Actively participate in the Americas Support leadership team to define and implement strategy, setting clear priorities.
  • Collaborate closely with Splunk Cloud Product Management and Engineering to provide customer feedback on product quality and features, ensuring future product releases align with customer needs.
  • Build strong partnership with global peers and cross-functional teams to ensure positive customer experience.
  • Develop and drive key performance indicators (KPIs) to enhance customer experience and team production
  • Exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
  • Oversee regular operational reviews, including performance reporting, and continuous improvement progress.
  • Analyze and optimize support operations, fostering a culture of continuous improvement.
  • Manage capacity planning, identifying necessary changes to improve service levels and customer experience.
  • Provide direction on operational issues, staffing, policy and employee development, as well as goal setting.
  • Recruit, develop, motivate, and improve the success of the Cloud support team.
  • Innovate and develop a proactive support approach and associated offerings/tools/processes that help solve customer problems before the problem impacts the customer’s business.
  • Set and model high standards, monitoring performance progress for self and others
  • Ownership of final resolution of support issues and partner concerns for Splunk’s largest customers.
  • Work with product, education team and technical leaders to define and implement the training and enablement of support for the Cloud product.

Must-have Qualifications

  • Must be able to commute to either Richardson, TX or Boulder, CO office locations
  • 10+ years Customer Support or related Operational leadership experience.
  • 8+ years of supervisory or management experience, ideally in a high-growth environment
  • Direct experience delivering support for Splunk's Cloud Applications including forwarder, data ingest and streaming, indexing, analytics/dashboards, administration consoles and processes in Splunk’s SaaS environment
  • Experience with DevOps and/or Engineering (preferred).
  • Deep understanding and passion for Customer Success and its impact on revenue and retention.
  • Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.
  • Strong collaboration and interpersonal skills, with the ability to advocate effectively for customer needs.
  • Demonstrated success in recruiting, developing, and leading high-performing teams.
  • Analytical, data-driven approach with a focus on innovation and continuous improvement.
  • Capability to manage multiple projects in a fast-paced, dynamic environment.
  • Strong change management skills, adaptable mentality, and a proactive approach.
  • High discernment, executive presence, and expertise in talent management.

Splunk is an Equal Opportunity Employer

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

 

 

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $193,600.00 - 266,200.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $174,240.00 - 239,580.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $156,800.00 - 215,600.00 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 next-level benefits at https://splunkbenefits.com.

Splunk's Hiring Practices

Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are committed to equal employment opportunity. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

To check on your application click here.

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