Customer Success and Support

Krakow, Poland

- Hybrid Remote

Join us as we pursue our disruptive new vision to provide a world-class, real-time observability platform that combines logging, metrics monitoring and distributed tracing.

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 Senior Technical Support Manager to join our EMEA Support team. In this role you will lead a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers responsible for assisting customers in resolving technical issues within Splunk Observability products. Duties include all aspects of people management and change leadership. Coaching and guiding Technical Support Engineers with prioritizing their case work, managing case issues, creating great customer experiences, and ensuring process compliance within the team. You will be customer focused, independent, positive, self-motivated, proactive, results-oriented, and able to monitor and report on your team's performance KPIs. You are both curious and collaborative by nature and enjoy mentoring and developing team members.

In Customer Support we LOVE to disrupt, we innovate to deliver an exceptional customer and employee experience. Thought diversity matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts across the Splunk organization to best support our customers, learn and educate each other and together build the right solution. We have fun doing extraordinary work with great people. Come become one of us.

Find out more information below!

Responsibilities

In your Sr. Manager role, it is you and your team on the front line of delivering an exceptional customer experience. Job responsibilities include but are not limited to:

Manage a team of Technical Support Engineers who may be located in multiple countries/ locations
Meet or exceed business objectives focused on Customer Satisfaction, KPI attainment and operational excellence.
Set team goals in alignment with Global Support objectives as well as assisting direct reports in the definition and attainment of individual goals.
Ensure direct reports utilize the resources, tools, information, and established processes necessary to deliver effective technical solutions to customers.
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.
Collaborate with other departments such as Dev Engineering, Account Management Teams, Engineering and Supportability.
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 on a daily basis
Conduct interviews for both direct team, and others teams/ roles as requested
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 business acumen.
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 escalate issues efficiently and appropriately.
Comfortable hosting calls with multiple attendees, both technical and non-technical.
Aptitude for negotiating firmly but fairly, demonstrating the ability to manage customer escalations.
Ability to attract, hire and retain high-performing support professionals
Ability to develop and deliver creative business solutions for complex problems.
Passionate about helping customers.
Handles stress well.

Requirements

8+ years Technical/ Customer Support or related Operational Leadership experience.
Experience with cloud-based technologies and an understanding of modern application architecture (micro-services). (Splunk Observability preferred)
Experience with SaaS based solutions and open source components - open source monitoring tools (Nagios, Ganglia, collected, Graphite, etc.) preferred.
Experience working as a Senior Technical Support Engineer, Technical Account Manager, or Sales Engineer.
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

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.

Note:

Base Pay Range

Poland

Base Pay: PLN 240,000.00 - 330,000.00 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 comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

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