Technical Support Manager

Join us as we pursue our exciting new vision to make enterprises secure and reliable with our unified Security and Observability Platform! Our technology runs on millions of machines, both physical and in the cloud, throughout the world’s leading enterprises. Our customers depend on us to monitor their security and performance posture 24×7 for their mission-critical use cases.

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 and customers, having fun and recognizing each other’s success.

We are looking for a customer obsessed Technical Support Manager to join our EMEA Support team. In this role you will lead a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers responsible for assisting customers in resolving technical issues within Splunk Enterprise. Duties include all aspects of people management and change leadership. Coaching and guiding Technical Support Engineers with prioritizing their case work, managing case issues, creating great customer experiences, and ensuring process compliance within the team. You will be customer focused, independent, positive, self-motivated, proactive, results-oriented, and able to monitor and report on your team’s performance KPIs. You are both curious and collaborative by nature and enjoy mentoring and developing team members.

In Customer Support we LOVE to disrupt, we innovate to deliver an exceptional customer and employee experience. Thought diversity matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts across the Splunk organization to best support our customers, learn and educate each other and together build the right solution. We have fun doing extraordinary work with great people. Come become one of us.

Responsibilities

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 who may be located in multiple countries/ locations
• Meet or exceed business objectives focused on Customer Satisfaction, KPI attainment and operational excellence.
• Set team goals in alignment with Global Support objectives as well as assisting direct reports in the definition and attainment of individual goals.
• Ensure direct reports utilize the resources, tools, information, and established 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 situations and communicate with customers to support your direct reports as necessary.
• Collaborate with other departments such as Dev Engineering, Account Management Teams, Engineering and Supportability.
• Committed customer advocate. Continuously evaluate the support experience and contribute to ideation and execution of programs to improve customer experience.
• Serve not only as a leader/ manager, but also a mentor, be a knowledge resource, and escalation point for direct reports, building credibility and trust within your team and with your peers within and outside of Global Support.
• Review team backlog and performance on a daily basis
• Conduct interviews for both direct team, and others teams/ roles as requested
• Participation in cross team and global committees and projects

Skills

• Detailed and organized, with a track record for understanding urgency and delivering quality results.
• Strong business acumen.
• Excellent written and verbal communication skills.
• Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.
• Demonstrated confidence in dealing with all levels of management, both internal and customer.
• Ability to understand and escalate issues efficiently and appropriately.
• Comfortable hosting calls with multiple attendees, both technical and non-technical.
• Aptitude for negotiating firmly but fairly, demonstrating the ability to manage customer escalations.
• Ability to attract, hire and retain high-performing support professionals
• Ability to develop and deliver creative business solutions for complex problems.
• Passionate about helping customers.
• Handles stress well.

Requirements

• 4+ years Technical/ Customer Support or related Operational Leadership experience.
• Knowledge of Splunk, similar tools or Business Intelligence is a plus
• Knowledge of/ Experience supporting or leading teams that support UNIX (Linux, Solaris, AIX, HP-UX), LDAP, Windows, Mac OS X, and/ or enterprise architectures is a plus
• Experience working as a Senior Technical Support Engineer, Technical Account Manager, or Sales Engineer.
• Startup and hyper growth experience.
• Experience leading teams that are geographically dispersed
• Experience working as part of a global organization
• Technical undergraduate degree.
• Ability to work flexible hours/ days. Splunk Support is a 24×7 operation with a mix of staffed and on-call weekend requirements

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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