Senior Technical Resolution Lead

1 month ago


Melbourne, Victoria, Australia Splunk Inc Full time
About Splunk Inc

Splunk Inc is a leading provider of software solutions for data collection, analysis, and visualization.

Job Title: Senior Technical Resolution LeadSalary: $120,000 - $150,000 per yearAbout the Role

The Senior Technical Resolution Lead will be responsible for leading high-profile technical incidents and providing strategic guidance to engineering teams and customer support personnel.

This role requires a senior professional with 8+ years of industry experience, excellent communication skills, and the ability to work under pressure.

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.
  • Review and refine team processes and procedures, along with the development of dashboards and run-books.
  • Collaborate and partner to help restore customers' confidence in Splunk and Splunk products.
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).
  • Strong critical thinking, decision making and conflict-resolution skills.
  • Strong data analytics and report leadership skills.
  • Ability to prioritize multiple escalations at varying levels, including case documentation.
  • Understanding of a wide array of software, SAAS platform technologies.
  • Salesforce, Jira, Confluence, Google suite experience are a plus.

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