Technical Support Services Manager

hace 2 meses


San José, San José, Costa Rica Splunk A tiempo completo

Splunk is committed to building a safer and more resilient digital world. As a leader in the field, our unified security and observability platform is used by the world's leading enterprises to secure and maintain their digital systems. At Splunk, we know that our people are what make us stand out as an amazing career destination, which is why we've won numerous awards as a best place to work. We believe in embracing our employees' individuality and encouraging them to bring their whole, authentic selves to work. This is what we call 'your million data points'. We want you to bring your work experience, problem-solving skills, and talent, of course, but also your passion and joy. As a Manager of Technical Support Services at Splunk, you will play a key leadership role in transforming how, what, and where Splunk Support is delivered. You will lead a growing team of highly technical and dedicated Support Engineers and lead strategic projects. Developing the team's technical knowledge and soft skills will be a critical function of the position.

Key Responsibilities:

- Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.

- Set team goals in alignment with Global Support objectives, and assist direct reports in the definition and attainment of individual goals.

- Advocate for customers and define ways to continually contribute to the customer experience.

- Partner with product management and development teams to resolve core product issues.

- Collaborate with operations and support delivery teams to identify, monitor, and report trends.

- Build, implement, and improve internal reporting and processes to optimize team productivity.

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.

Strategic Projects:

- Deliver strategic projects on a timely basis.

- Analyze and implement new Support ticketing systems and tools.

- Develop skills management and accelerate onboarding of support engineers.

- Help build standard processes that scale and meet the needs of the business and our customers.

Requirements:

- 3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6 years of professional experience with a Master's.

- 5+ 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.

Splunk is an Equal Opportunity Employer.

We believe in creating a culture of belonging, where employees feel supported to bring their best, most authentic selves to work. 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. We consider qualified applicants with criminal histories, consistent with legal requirements.



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