Technical Support Manager

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.

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 can be remote.
• 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.