Technical Support Manager

Splunk
Full time | Full day

Technical Support Manager

Posted 19 November by Splunk

  • San Jose

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product 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!

Role:

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.

Responsibilities:

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.

Requirements:

  • Position is based out of our San Jose, CA office.
  • 5+ years of leadership within a Global Customer Support / Technical Support organization.
  • 10+ 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 strong 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.

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 the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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