Senior Technical Community Manager

Product Management San Jose, California


Senior Technical Community Manager

 

Description

There are many customer volunteers who spend countless hours assisting customers on the Splunk/Phantom Support Communities. We have developed close relationships with these active members and allow them direct access to our team through a private area on the community. You will develop and foster positive relationships with these key members. You are passionate about these unique customers and their online engagement and interactions. You not only understand the value they bring to Splunk/Phantom but advocate for their unique needs to provide the best possible experience. You are an energetic, social individual who loves the challenge of building relationships with people and getting different groups of people from all backgrounds to work better together. You foster a positive environment amongst the customers and build lasting relationships. You are able to identify positive behaviors and patterns that members exhibit and have a knack for encouraging and growing these contributions. You embrace challenges and look for the silver lining. You bring creativity and positivity that help to improve member experiences in alternate ways when preferred methods are not viable. You empathize with customer’s needs, work hard to deeply understand their experience and improve that experience. You advocate for the unique voice of active members and help Splunk/Phantom understand their value, impact and unique needs. You are patient and understand that anything worth working towards is worth the wait. You show this passion in work and your attitude with your team and to customers. You understand the global nature of your work and always are thinking of ways to work closely with your peers and counterparts to maximize efforts, learnings and tactics. You look for opportunities to take your research, planning and execution globally even in small ways to move in a global direction.

Key Qualifications

Key Responsibilities

Management and monitoring of Splunk/Phantom’s Slack community domain

  • Engaging directly with Splunk/Phantom community members
  • Managing announcements to the community of the Slack #general channel
  • Generating interesting discussion topics in the community
  • Fielding general questions from the community
  • Engage at a technical level with customers when questions on Product, Playbooks, and Apps surface

Drive all aspects of community programs, such as

  • Splunk/Phantom’s bi-weekly Tech Sessions
  • One-on-One Playbook jam sessions with community users
  • Facilitate App and Playbook competitions
  • Creation of new community programs to engage community users

Harvesting App/Playbook Contributions from the Community

  • A key aspect of Splunk/Phantom community is sharing of content amongst the community. We need this candidate to facilitate the exchange of Splunk/Phantom Playbooks, Apps, and other content within the community

Track overall community participation

  • Report KPIs on community membership and participation
  • Track leading users and provide recognition through our Hall of Fame and Contributor of the Month programs
  • Establish a rewards program within the community
  • Develop new programs within the community that increase participation

Splunk/Phantom community site management

  • Assist in creating content that drive the community site (blog, videos, knowledge-base articles)
  • Manage the roadmap for community site features and capabilities

Key Skills

  • General security background, preferably a practitioner perspective (e.g. security analyst or researcher)
  • Intermediate Python skills
  • Awareness of commonly used security products in a security environment
  • Personable, engaging, customer-facing individual
  • Good written and communication skills

What We Offer You

  • A constant stream of new things for you to learn. We're always expanding into new areas, bringing in open source projects and contributing back, and exploring new technologies.
  • A set of exceptionally talented and dedicated peers, all the way from engineering to product management and customer support.
  • Growth and mentorship. We believe in growing employees through ownership and leadership opportunities. We also believe mentors help both sides of the equation.
  • A stable, collaborative and supportive work environment.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

Thank you for your interest in Splunk!