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.
Please note that this role is required to be onsite at our San Jose, CA location.
Role Summary:
The Senior Executive Support Specialist, reporting to the Senior Manager of Executive and Event Support within the IT organization, is a role that provides white-glove technical, meeting and event support to our executive customers. You are an expert that drives issue resolutions with strong customer focus to enable a seamless experience for our executive customers on a day-to-day basis, as well as at high-profile events.
Outstanding communication, problem-solving skills, and the ability to adjust and excel with changing priorities. You will use your experience to provide a pleasant customer support experience that values executives' time and provides the right solutions at the right time to exceed expectations.
You will serve as the team lead for a team of skilled Executive Support technicians in our headquarters location. You will need to be a self-starter that can take ownership, prioritize, and handle various tasks simultaneously while maintaining a positive demeanor. In addition, strong verbal communication and written documentation skills are a must for this role for promoting ideas throughout the business to both technical and non-technical partners.
Responsibilities:
- Provide onsite and remote white-glove IT support for senior leadership and their administrative assistants
- Act as the team lead for the Executive IT Support team in the Bay area.
- Drive a seamless and amazing onboarding experience for our new executives
- Provide break-fix support as issues are discovered and resolve in a timely manner
- Identify the root cause of issues and document the root cause
- Consistently meet or exceed our defined SLA expectations
- Create knowledge articles and videos to enable the team and customers with technology
- Provide event support during executive meetings and smaller meetings in event spaces
- Communicate with a customer-first approach both verbally and in written form with our executive customers
- Provide basic home network troubleshooting, audio/visual, and workstation setup
- Assist with projects as assigned
- Flexible working hours to support early morning and late evening coverage, as well as occasional weekends and holidays
- Primarily support our Santana Row office in San Jose, California.
- Travel up to 25% between Splunk offices and offsite event locations
Requirements:
- 4+ years of demonstrated ability with Mac and PC technical support
- 4+ years of demonstrated ability using ServiceNow, Google Workspace, Microsoft Office, Slack, and Zoom
- 4+ years of demonstrated ability solving mobile devices, printers, and corporate network issues
- 4+ years supporting executive-level customers in corporate environments
- 3+ years providing technical support at corporate events
- Experience with high-priority escalations and high-pressure situations
- Demonstrated analytical and problem-solving skills
- Ability to handle sensitive and challenging support situations with senior executives
- Ability to work with little or no supervision from direct manager
- Ability to provide day to day leadership of a team of technicians.
- Demonstrated experience paying attention to details
- Demonstrated experience with clear and concise verbal and written communication
- Ability to take ownership to deliver outstanding customer experiences
- Preferred Knowledge and Experience:
- Experience supporting a distributed team is a plus
- Planning and supporting production style events
Education:
Base Pay Range: $132,000.00 - 180,000.00 per year
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
Why Cisco? #WeAreCisco
- #WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.
- Our passion is connection-we celebrate our employees' diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.
- We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer-80 hours each year-allows us to give back to causes we are passionate about, and nearly 86% do!
- Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us.
Message to applicants applying to work in the U.S. and/or Canada:
- 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.
