Security Support Manager
Description
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
Join us as we pursue our disruptive new vision to provide a world class , real-time observability platform that combines logging, metrics monitoring and distributed tracing.
We are a company filled with people who are passionate about our products 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!
Due to the Global growth of our customer install base, we are hiring a Technical Support Manager to join our US Support team This role leads a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers who assist customers in resolving technical challenges with Splunk Observability products. Duties include all aspects of people management, assisting Engineers with understanding and prioritizing their case work, managing case issues, and ensuring process compliance within the team. You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs. You are collaborative by nature and enjoy mentoring team members.
In Customer Support we LOVE to disrupt, we innovate to deliver an exceptional customer experience. 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 extraordinary work with great people. Come become one of us.
Find out more information below!
What you'll get to do
In your Manager role, it is you and your team on the front line of delivering an exceptional customer experience. Job responsibilities include but are not limited to:
- Manage a team of Technical Support Engineers to achieve business objectives around Customer Satisfaction, metrics attainment and operational excellence.
- Set team goals in alignment with Global Support objectives and assist direct reports in the definition and attainment of individual goals.
- Ensure direct reports use the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
- Ensure the delivery and completion of technical and soft-skills training for direct reports.
- Manage workflows and schedules for direct reports to ensure adequate shift coverage.
- Manage and communicate about customer issues for your direct reports when necessary.
- Collaborate with other groups such as Dev Engineering, Account Management, Customer Success and Support Operations.
- Committed customer advocate, continuously evaluating the support experience and contributing to the ideation and execution of programs to improve customer experience.
- Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.
- Review team KPIs case management daily
- Conduct interviews and hire team members.
- Participate in projects as required.
Skills
- Detailed and organized, with a track record for understanding urgency and delivering quality results.
- Exhibits a sense of accountability and ownership over tasks and outcomes.
- Possesses excellent written and verbal communication skills.
- Capable of multitasking and performing effectively under pressure, managing multiple time-sensitive priorities.
- Demonstrated confidence in dealing with all levels of management, both internal and customer.
- Ability to understand and raise issues efficiently and appropriately.
- Comfortable hosting calls with multiple attendees, both technical and non-technical.
- Skilled at negotiating firmly but fairly, demonstrating the ability to manage customer issues.
- Interest in attracting, hiring and retaining successful support professionals.
- Ability to develop and deliver creative business solutions for complex problems.
- Passionate about helping customers.
- Thrives in high-pressure environments.
Must-have Qualifications
- 3+ years of leadership within a Global Customer Support / Technical Support organization.
- Experience with Cloud/SaaS software products is highly coveted (Splunk Security preferred)
- Direct experience delivering support for Splunk’s Security products (Phantom, SOAR, User Behavior Analytics (UBA), Enterprise Security (ES), Intelligence Management, Mission Control) preferred.
- Proficiency in driving and implementing Knowledge-Centered Service (KCS) methodologies within the team.
- Excellent verbal and written communication skills and the ability to work optimally in a team environment.
- Demonstrated commitment to advocating for and resolving customer issues.
- Experience working as part of a global organization.
- Ability to work in a fast-paced, changing and results oriented atmosphere.
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
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $132,000.00 - 181,500.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $118,800.00 - 163,350.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $105,600.00 - 145,200.00 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our next-level benefits at https://splunkbenefits.com.
Thank you for your interest in Splunk!