Offer summary

Qualifications:

5+ years of relevant experience in leadership or technical support roles., 5+ years of experience with Linux OS administration., 2+ years of experience with Splunk product administration or support., Strong problem-solving, communication, and data analytics skills..

Key responsabilities:

Lead technical responses and collaborate with engineering partners and senior leadership.

Develop response plans and provide updates to key partners.

Analyze data to produce strategic recommendations for systemic issues.

Review team processes and refine procedures to improve overall support experience.

Job description

Description

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 Senior Escalation Manager is an exciting role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team, your goal will be to help understand and drive customer-critical issues with product engineering teams! Our key partners in this role will be escalation management, customer support and product engineering. Effective individuals will be responsible for leading and working towards the resolution of high-profile issues, analyzing patterns and reporting back to leadership. 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 Splunk engineers to drive expeditious resolution of incidents.

What you'll get to do

Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.
Advise Senior Leadership of any developments and action plans. Set expectations and provide updates regarding solving and resolution action plans for communication to customers.
Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
Analyze data with a goal to produce strategic recommendations to proactively address systemic issues
Review and refine team processes and procedures, along with the development of dashboards and run-books
Collaborate and partner to help restore customers' confidence in Splunk and Splunk products

Must-have Qualifications

5+ years of relevant experience with proven leadership and/or technical support experience
5+ years of Linux OS administration or relevant supporting experience
2+ years experience with Splunk product administration or support (Splunk Enterprise/ Splunk Cloud/Observability/Enterprise Security/etc)
Ability to diagnose system performance issues
Strong in methodical problem-solving
Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk
Ability to optimally prioritize and implement tasks in a high-pressure environment
Ability to establish relationships and influence Senior Leadership, including difficult conversations at all levels
Ability to collaborate with peers and work cross-function as needed with Support and/ or Engineering teams
Strong critical thinking, decision making and conflict-resolution skills
Strong data analytics and report leadership skills
Ability to prioritize multiple critical issues at varying levels, including case documentation

Nice-to-have Qualifications

Networking experience, understanding of the OSI model, experience troubleshooting connectivity issues
Understanding of software development lifecycle and CI/CD
Knowledge of ITIL frameworks (Incident, Escalation, Problem)
Salesforce, Jira, Confluence, Google suite experience are a plus
Fundamental understanding/overview of Splunk or similar data collection software

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.

Thank you for your interest in Splunk!

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