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

We are seeking an individual with technical support or consulting experience to provide support services for the Splunk Observability Cloud solution. This individual will work closely with our customers and field delivery personnel to provide break-fix support, operational maintenance, and Premium support services. This position is an integral part of the long-term plan to grow the relationship with our customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in a fast-paced, customer-focused, and fun environment.

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 phenomenal work with great people. Come become one of us.

What you'll get to do

Support customers who have implemented the Splunk Observability Cloud SaaS solution, guiding the resolution of customer issues and escalations in a professional and timely manner, adhering to SLA guidelines.
Provide clear and effective written and verbal communication to customers, including phone and Webex-based support.
Collaborate with Splunk Development Engineers and Customer Success teams to address customer problems effectively.
Contribute to the creation of technical knowledge content to empower customer self-service.
Utilize existing troubleshooting skills and web technologies knowledge, while further developing expertise in development languages such as .NET, Java, and/or node.JS.
Thoroughly investigate technical issues to determine root causes and propose effective solutions or workarounds.
Support the reproduction of customer issues, file detailed bug reports, escalate cases to Engineering when necessary, and provide comprehensive documentation.

Must-have Qualifications

Must be able to commute to either the Richardson, TX or Boulder, CO office
3+ years of experience in customer support, technical account management, or a related field.
A foundational understanding of Kubernetes, REST APIs, cloud computing, and observability concepts.
Exceptional verbal and written communication skills.
Strong troubleshooting and analytical abilities.
Excellent time management skills with the ability to effectively prioritize SLA-driven customer issues.
A passion for technology and a commitment to thriving in an ever-evolving technical environment.
A customer-centric attitude and a strong willingness to learn.
Applicants must be currently authorized to work in the United States on a full-time basis.
This position may require access to U.S. export-controlled technologies, technical data, and/or sensitive government data.
Flexibility to participate in on-call rotations may be required to support our federal customers.
A Bachelor’s degree in computer science or a related field, or equivalent work experience.

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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Splunk's Hiring Practices

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