What are the responsibilities and job description for the Americas Cloud Platform Technical Support Director position at Splunk Inc.?
Job Details
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
The Cloud Platform Technical Support Director is a key member of the AMER Region Global Support Organization team and is accountable for delivering extraordinary employee and customer experiences, proactive support and leading the team through our exciting and rapid growth.
We are looking for an operational fanatic with strong support experience who is a dedicated advocate for exceeding customer expectations. Success in this role requires a leader to be passionate, innovative, disruptive, open and fun - all of Splunk's core values. The successful candidate has very successfully run an operational organization at scale, can motivate teams, and can lead and influence effortlessly across Splunk.
What you'll get to do
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: $193,600.00 - 266,200.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $174,240.00 - 239,580.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $156,800.00 - 215,600.00 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 ;br>
Thank you for your interest in Splunk!
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
The Cloud Platform Technical Support Director is a key member of the AMER Region Global Support Organization team and is accountable for delivering extraordinary employee and customer experiences, proactive support and leading the team through our exciting and rapid growth.
We are looking for an operational fanatic with strong support experience who is a dedicated advocate for exceeding customer expectations. Success in this role requires a leader to be passionate, innovative, disruptive, open and fun - all of Splunk's core values. The successful candidate has very successfully run an operational organization at scale, can motivate teams, and can lead and influence effortlessly across Splunk.
What you'll get to do
- Lead the Americas Cloud Platform team of Support professionals delivering extraordinary service to our customers.
- Actively participate in the Americas Support leadership team to define and implement strategy, setting clear priorities.
- Collaborate closely with Splunk Cloud Product Management and Engineering to provide customer feedback on product quality and features, ensuring future product releases align with customer needs.
- Build strong partnership with global peers and cross-functional teams to ensure positive customer experience.
- Develop and drive key performance indicators (KPIs) to enhance customer experience and team production
- Exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
- Oversee regular operational reviews, including performance reporting, and continuous improvement progress.
- Analyze and optimize support operations, fostering a culture of continuous improvement.
- Manage capacity planning, identifying necessary changes to improve service levels and customer experience.
- Provide direction on operational issues, staffing, policy and employee development, as well as goal setting.
- Recruit, develop, motivate, and improve the success of the Cloud support team.
- Innovate and develop a proactive support approach and associated offerings/tools/processes that help solve customer problems before the problem impacts the customer's business.
- Set and model high standards, monitoring performance progress for self and others
- Ownership of final resolution of support issues and partner concerns for Splunk's largest customers.
- Work with product, education team and technical leaders to define and implement the training and enablement of support for the Cloud product.
- Must be able to commute to either Richardson, TX or Boulder, CO office locations
- 10 years Customer Support or related Operational leadership experience.
- 8 years of supervisory or management experience, ideally in a high-growth environment
- Direct experience delivering support for Splunk's Cloud Applications including forwarder, data ingest and streaming, indexing, analytics/dashboards, administration consoles and processes in Splunk's SaaS environment
- Experience with DevOps and/or Engineering (preferred).
- Deep understanding and passion for Customer Success and its impact on revenue and retention.
- Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.
- Strong collaboration and interpersonal skills, with the ability to advocate effectively for customer needs.
- Demonstrated success in recruiting, developing, and leading high-performing teams.
- Analytical, data-driven approach with a focus on innovation and continuous improvement.
- Capability to manage multiple projects in a fast-paced, dynamic environment.
- Strong change management skills, adaptable mentality, and a proactive approach.
- High discernment, executive presence, and expertise in talent management.
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: $193,600.00 - 266,200.00 per year
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $174,240.00 - 239,580.00 per year
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $156,800.00 - 215,600.00 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 ;br>
Thank you for your interest in Splunk!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $156,800 - $215,600
