What are the responsibilities and job description for the Senior Escalation Manager position at Splunk?
Description
Role Summary
What you'll get to do
- Lead and report technical responses with support and key engineering partners and senior leadership. Develop response plans and provide updates back to key partners.
- Advise Senior Leadership of any developments and action plans. Set expectations and provide updates regarding solving and resolution action plans for communication to customers.
- Provide and influence process improvement for the overall experience for our support partners as well as engineering teams.
- Analyze data with a goal to produce strategic recommendations to proactively address systemic issues
- Review and refine team processes and procedures, along with the development of dashboards and run-books
- Collaborate and partner to help restore customers' confidence in Splunk and Splunk products
Must-have Qualifications
- 5 years of relevant experience with proven leadership and/or technical support experience
- 5 years of Linux OS administration or relevant supporting experience
- 2 years experience with Splunk product administration or support (Splunk Enterprise/ Splunk Cloud/Observability/Enterprise Security/etc)
- Ability to diagnose system performance issues
- Strong in methodical problem-solving
- Ability to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk
- Ability to optimally prioritize and implement tasks in a high-pressure environment
- Ability to establish relationships and influence Senior Leadership, including difficult conversations at all levels
- Ability to collaborate with peers and work cross-function as needed with Support and/ or Engineering teams
- Strong critical thinking, decision making and conflict-resolution skills
- Strong data analytics and report leadership skills
- Ability to prioritize multiple critical issues at varying levels, including case documentation
Nice-to-have Qualifications
- Networking experience, understanding of the OSI model, experience troubleshooting connectivity issues
- Understanding of software development lifecycle and CI/CD
- Knowledge of ITIL frameworks (Incident, Escalation, Problem)
- Salesforce, Jira, Confluence, Google suite experience are a plus
- Fundamental understanding/overview of Splunk or similar data collection software
Splunk is an Equal Opportunity Employer
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!
Salary : $105,600 - $145,200
