Customer Success and Support

- Remote

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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:

The Sr Escalation Manager is a member of the Incident Management Team at Splunk, which leads and manages escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. The Sr Escalation Manager will be responsible for managing and driving to resolution high profile customer escalations, analyzing escalation trends and reporting back to leadership on the drivers of customer dissatisfaction. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.

What you'll get to do:

Able to effectively run multiple escalations or engagements at a single time, providing meaningful updates to internal and external stakeholders
Able to perform deep troubleshooting and problem isolation for major escalations
Comfortable with high-complexity customer engagements and working independently to solve most problems.
Can influence from the individual contributor level through the middle management level
Proactive and able to work with minimal direction
Ability to keep track of multiple projects at once, prioritize tasks, and manage time effectively
Considers the holistic view of the customer environments and can identify challenges and create a strategy to attain successful resolution
Creates strong cross-functional relationships and can handle difficult discussions in a constructive and positive manner
Has a holistic view of the overall product and the various SplunkCloud systems
Leads escalations and can confidently summarize results for different targeted audiences (technical, customer-facing, leadership)
Provides mentorship, technical guidance, and input into best practices documents
Able to remain calm and positive under pressure and demonstrates the ability to provide clear actionable feedback to peers, junior escalation managers, and senior management
Timely document status and relevant information within the escalation record and other tracking tools such as Jira, Confluence, SFDC, etc. Is accountable for individual performance regarding goals, KPIs, OLA/SLA.

Must-have Qualifications:

6+ years account management, consultation, project management, escalation management and/or technical support experience
Ability to demonstrate effective communication, prioritization, and decision-making while under pressure or in stressful situations
Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk
Strong customer service with a proven track record that illustrates the ability to make good judgments and quick decisions
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to build relationships and influence Senior Leadership
Ability to have difficult conversations with multiple levels within the organization
Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams
Proven knowledge of ITIL frameworks (Incident, Escalation, Problem primarily) or working knowledge of software development lifecycle, SAAS
Negotiation, mediation and conflict management skills
Rotating on-call weekend work as the business requires as well as holiday coverage
Strong data analytics and report management skills
Ability to manage multiple customer escalations at varying levels, including case documentation
Understanding of a wide array of infrastructure, software, SAAS platform technologies

Nice-to-have Qualifications:

We’ve taken special care to separate the must-have qualifications from the nice-to-haves. “Nice-to-have” means just that: Nice. To. Have. So, don’t worry if you can’t check off every box. We’re not hiring a list of bullet points–we’re interested in the whole you.

Experience with specific tools (SFDC, Jira, Confluence)
Linux OS administration or relevant supporting experience
Strong in methodical problem-solving
Knowledge of software development lifecycle
Critical thinking, decision-making abilities
Fundamental understanding/overview of Splunk or similar data collection software

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: $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.

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Splunk's Hiring Practices

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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.

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