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Engineering

Senior Technical Support Manager

  • - No 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 APAC 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, including mentoring 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, outcome-driven, and able to monitor and report on your team's performance metrics. 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 exceptional customer and employee experience. Diversity matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; transparency is at our core. 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, metrics 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 the team apply the resources, tools, information, and established processes vital 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.
  • Partner with peers in AMER and EMEA to ensure globally consistent strategies and processes are in place to improve efficiencies and customer satisfaction.
  • 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 daily.
  • 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 eye for business.
  • 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 advance issues efficiently and appropriately.
  • Comfortable hosting calls with multiple attendees, both technical and non-technical.
  • Skilled at negotiating firmly but fairly, demonstrating the ability to manage customer escalations.
  • Ability to attract, hire and retain successful 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.
  • 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. 
 
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 

India 

Base Pay: INR 4,000,000.00 - 5,500,000.00 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



Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. 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. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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