High-Pressure Escalation Leader

2 weeks ago


North Sydney Council, Australia Splunk Inc Full time

We are seeking a seasoned Senior Escalation Manager to join our Global Support team at Splunk Inc.

About the Role

This 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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