Technical Escalation Manager

The Technical Escalation Manager is an exciting role within the Splunk Problem Incident and Escalation (SPIE) team within Global Support here at Splunk. Want to help solve sophisticated problems that help Splunk customers? As a member of this team your goal will be to help understand and drive customer critical issues with product engineering teams! Our key partners in this role will be escalation management, customer support and product engineering. Effective individuals will be responsible for leading and working towards resolution of high profile issues, analyzing patterns and reporting back to leadership. This is a senior role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.,

• Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.


• Advise Senior Leadership of any developments and action plans. Sets expectations and provides updates regarding troubleshooting and resolution action plan for communication to customers.


• Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.


• Analyze data with a goal to produce strategic recommendations to proactively address systemic issues


• Review and refine team process, procedures, along with development of dashboards and run-books


• Collaborate with partner to help restore customers confidence in Splunk and Splunk products
  
  8+ years industry relevant experience with proven leadership and/or technical support experience


• Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk


• Ability to optimally prioritize and implement tasks in a high-pressure environment


• Ability to establish relationships and influence Senior Leadership including difficult conversations at all levels


• Ability to collaborate with peers and work cross-function as needed with Support and/ or Engineering teams


• Confirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)


• Strong critical thinking, decision making and conflict resolution skills


• Strong data analytics and report leadership skills


• Ability to prioritize multiple escalations at varying levels including case documentation


• Understanding of a wide array of software, SAAS platform technologies


• Salesforce, Jira, Confluence, Google suite experience are a plus


Nice to have:


• Knowledge of software development in cloud based offerings


• Fundamental understanding/overview of Splunk or similar data collection software
  
  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.