Senior Technical Resolution Specialist

6 days ago

North Sydney Council, Australia Splunk Inc Full time
About the Role

The Senior Escalation Manager role within the Splunk Problem Incident and Escalation (SPIE) team in Global Support is an exciting opportunity for experienced professionals. As a key member of this team, your primary goal will be to provide technical guidance to customers and drive issue resolution with product engineering teams.

As a Senior Escalation Manager, you will play a critical role in analyzing complex customer issues, developing effective response plans, and providing timely updates to key partners. Your expertise will be essential in leading technical responses, advising senior leadership, and influencing process improvements for a seamless customer experience.

This is a senior role that requires individuals to take charge in high-stress situations, provide direction to customer personnel and Splunk engineers, and drive the expeditious resolution of incidents.

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 improvements for the overall experience for our support partners as well as engineering teams.
  • Analyze data 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.
  • Ability to collaborate with peers and work cross-function as needed with Support and/or Engineering teams.
  • 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.
Nice to Have
  • Knowledge of software development in cloud-based offerings.
  • Fundamental understanding/overview of Splunk or similar data collection software.

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