Senior Technical Resolution Lead
1 month ago
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 RoleThe 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.
- 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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