High-Pressure Escalation Leader
2 weeks ago
We are seeking a seasoned Senior Escalation Manager to join our Global Support team at Splunk Inc.
About the RoleThis is an exciting opportunity for an experienced professional to take on a senior leadership role, working closely with escalation management, customer support, and product engineering teams. As a key member of our SPIE team, your goal will be to drive customer-critical issues to resolution, analyzing patterns and reporting back to leadership.
You will lead and work towards the resolution of high-profile issues, providing direction to both customer personnel and Splunk engineers to drive expeditious resolution of incidents.
The ideal candidate will have 8+ years of industry-relevant experience, with proven leadership and/or technical support experience. They will be able to communicate sophisticated ideas efficiently with customers and engineering teams at Splunk.
Key Responsibilities:
- 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.
Required Qualifications:
- 8+ years industry relevant experience with proven leadership and/or technical support experience.
- 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.
- Confirmed knowledge of ITIL frameworks (Incident, Escalation, Problem primarily).
Estimated Salary: $120,000 - $150,000 per year.
We offer a competitive salary and benefits package, as well as opportunities for growth and professional development. If you are a motivated and experienced professional looking for a new challenge, please apply.
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