Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.
Role Summary:
The Manager of Technical Support Services will play a key leadership role in transforming how, what and where Splunk Support is delivered. In this role, you will be focused on leading a growing team of highly technical and dedicated Support Engineers in addition to leading strategic projects. Developing the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Splunk is rapidly growing and will continue to scale at a fast pace. This Splunker will become an integral part of the leadership team, and will have the opportunity to have a high level of impact for many years to come.
What you'll get to do
Operations
- Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
- Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals.
- Advocating for customers and defining ways to continually contribute to the customer experience.
- Key partner to product management and development teams, collaborating with engineering to resolve core product issues.
- Partner with the operations and support delivery teams to identify, monitor and report trends.
- Build, implement and improve internal reporting, and other processes to optimize team productivity.
- Shared responsibility for occasional weekend day duties as part of a schedule with the other Americas Technical Support Managers.
Escalation and Incidents
- Serve as the top-line escalation point for high-priority support cases including overall triage and management.
- Report metrics and case management updates to Support Director, Customer Success and account teams.
- Coordinate appropriate resources to achieve issue resolution for our larger accounts.
Strategic Projects
- Deliver strategic projects on a timely basis.
- Analyze and implement new Support ticketing systems and tools
- Skills management and accelerated onboarding of support engineers
- Help build standard processes that scale and meet the needs of the business and our customers.
Must-have Qualifications
- 3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6yrs professional experience with a Masters.
- 5+ years of proven success working directly with customers within a technology company.
- Experience with Cloud/SaaS software products is highly coveted.
- Excellent verbal and written communication skills and the ability to work effectively in a team environment.
- Excellent presentation skills coupled with a strong leadership presence.
- Communication as a core strength. Heavy focus on using data to articulate a story or an issue.
- Dedicated to champion the customer problem until resolution.
- Excellent time management skills and a solid sense of urgency.
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for solving technical problems.
- Experience working with and improving Support ticketing systems and tools and processes
- Flexibility to handle critical cases after hours as needed.
- Knowledge of Splunk technical concepts is desirable.
- Committed to creating and developing high-performing team that promotes the Splunk culture.
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
Costa Rica
Base Pay: CRC 28,000,000.00 - 38,500,000.00 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.
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.
DIVE DEEPER
Find out what makes Splunk such a great place to work
Our Values
Splunkers are encouraged and empowered to be Innovative, passionate, disruptive, open and fun.
Benefits and Wellbeing
Our benefits are designed to support your physical, financial, emotional and mental wellbeing.
Early Talent Program
Intern with people you want to hang out with, even outside the office.
Diversity, Equity, Inclusion & Belonging
Learn about Splunk’s commitment to creating a culture of belonging.
