Technical Support Manager
hace 4 semanas
Role Summary:
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.What you'll get to do
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 toolsSkills management and accelerated onboarding of support engineersHelp build standard processes that scale and meet the needs of the business and our customers.Must-have Qualifications
3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6yrs professional experience with a Masters.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.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 solid 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 processesFlexibility 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.-
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