Customer Success and Support

- Hybrid Remote

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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

As a member of the Splunk Rapid Response Team, you will be responsible for owning the response to customer impacting incidents and case escalations. In this role, you'll be part of a team of global rapid response commanders responsible for handling high priority incidents and escalations from initial triage through after-action review.

This role at Splunk requires an individual who can take charge in high-stress situations and give direction to Customer personnel, Splunk engineers, and Support management to drive expeditious resolution of incidents and escalations. We are looking for a natural leader with proven knowledge of incident or escalation management frameworks and the ability to communicate clearly and effectively to technical and business audiences.

What you'll get to do

Effectively triage/run incidents/case escalations in a timely manner (meeting all current Service Level Objectives) for sensitive, urgent, or critical issues.
Manage high intake volume of incident and case escalation submissions. With an eye to overhaul or suggest workflow improvements.
Lead complex troubleshooting conversations and problem-solving skills to ensure coordination of resources and keeping stakeholders/key contributors on track for deliverables.
Craft clear and concise status updates tailored for easy consumption by engineers and executives.
Capture and document key events and milestones during the lifecycle of the incident and case escalation.
Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer facing communications.
Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
Understand when to escalate an issue internally, to ensure appropriate stakeholders are involved for optimal resolution.
Engage in daily incidents, escalations, and internal meetings with constructive feedback and proposing solutions.
Participate in special projects as assigned.

Must-have Qualifications

Must be able to commute to either the Richardson, TX or Boulder, CO office
2+ years in incident/escalation management or technical support.
Flexibility to work non-standard working hours which may include On-call and/or early morning hours, evening hours and/or weekends. This role will be required to work a 4x10 shift schedule (i.e. 4 days per week, 10 hours per day). The schedule assigned may include a weekend day (Saturday and/or Sunday).
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk.
Customer success mentality, proven track record and ability to make good judgements and pivot to ensure resolution.
Ability to manage multiple customer critical issues/incidents at varying levels including case documentation.
Work well in a dynamic, changing environment and is comfortable with ambiguity.
Knowledge of Jira, SFDC, and Confluence is a plus.
Basic understanding of cloud technology is a plus.
Experience with internal and external communication. Be able to articulate & translate complex, technical information into easily digested and understood, jargon free terms.
Proven knowledge and implementation of ITIL framework best practices.

Mandatory Qualifications:

Applicants must be a US Citizen; The position may require access to U.S. export-controlled technologies, technical data, and/or sensitive government data.

Base Salary Range $92,500 - $122,200

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long -term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota; 1.5% of incentive target for each 1% of attainment between 50% and 75%; 1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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