Customer Success and Support

- Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.

Role Summary:

Join us as we pursue our disruptive new vision to provide world-class, real time Security and Observability solutions.

We are a company filled with people who are passionate about our products and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

We are looking for a customer obsessed Technical Support Manager to join our AMER Support team. In this role you will lead a team that takes pride in delivering an outstanding Application Development support experience. Your primary role involves managing a team of Technical Support Engineers responsible for assisting Application Developers in resolving technical issues within Splunk Apps space. Duties include all aspects of people management and change leadership, including mentoring Technical Support Engineers with prioritizing their case work, managing case issues, creating great Support experiences, and ensuring process compliance within the team. You will be customer focused, independent, positive, self-motivated, proactive, outcome-driven, and able to monitor and report on your team's performance metrics. You are both curious and collaborative by nature and enjoy mentoring and developing team members.

In Splunk Support we LOVE to disrupt, we innovate to deliver exceptional customer and employee experience. Diversity matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; transparency is at our core. We have fun doing extraordinary work with great people. Come become one of us.

Find out more information below!

What you'll get to do:

In your Manager role, it is you and your team on the front line of delivering an exceptional Support experience.

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.

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. 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.

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.

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Splunk's Hiring Practices

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