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 Americas Cloud Support Manager will play a key leadership role in transforming how, what and where Splunk Support is delivered. In this role, you will be focused on leading a growing team of highly technical and dedicated Support Engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Splunk is rapidly growing and will continue to scale at a fast pace. This Splunker will become an integral part of the leadership team, and will have the opportunity to have a high level of impact for many years to come.
What you'll get to do
Operations
- Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
- Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals.
- Advocating for customers and defining ways to continually contribute to the customer experience.
- Key partner to product management and development teams, collaborating with engineering to resolve core product issues.
- Partner with the operations and support delivery teams to identify, monitor and report trends.
- Build, implement and improve internal reporting, and other processes to optimize team productivity.
- Shared responsibility for occasional weekend day duties as part of a schedule with the other Americas Technical Support Managers.
Escalation and Incidents
- Serve as the top-line critical issue point for high-priority support cases including overall triage and management.
- Report metrics and case management updates to Support Director, Customer Success and account teams.
- Coordinate appropriate resources to achieve issue resolution for our larger accounts.
Strategic Projects
- Deliver strategic projects on a timely basis.
- Analyze and implement new Support ticketing systems and tools
- Skills management and accelerated onboarding of support engineers
- Help build standard processes that scale and meet the needs of the business and our customers.
Must-have Qualifications
- Must be able to commute to either the Richardson, TX or Boulder, CO office
- 3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6yrs professional experience with a Masters.
- 5+ years of proven success working directly with customers within a technology company.
- Experience with Cloud/SaaS software products is highly coveted.
- Excellent verbal and written communication skills and the ability to work effectively in a team environment.
- Excellent presentation skills coupled with a strong leadership presence.
- Communication as a core strength. Heavy focus on using data to articulate a story or an issue.
- Dedicated to champion the customer problem until resolution.
- Excellent time management skills and a solid sense of urgency.
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
- Experience working with and improving Support ticketing systems and tools and processes
- Flexibility to handle critical cases after hours as needed.
- Knowledge of Splunk technical concepts is desirable.
- Committed to creating and developing high-performing team that promotes the Splunk culture.
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: $132,000.00 - 181,500.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $118,800.00 - 163,350.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $105,600.00 - 145,200.00 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.