Associate Escalation Manager

4 days ago

Sydney, Australia Splunk Full time

The Associate Escalation Manager is a member of the Incident, Escalation and Problem Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption, and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction.

The Associate Escalation Manager will be responsible for managing and driving to resolution mid to high profile customer critical issues, analyzing escalation trends, and reporting back to leadership on the drivers of customer dissatisfaction. This is a mid-career role at Splunk requiring an individual who can take charge in high stress situations and give direction to both customer personnel and to Splunk engineers to drive expeditious resolution of incidents.

**Responsibilities**:

- Drive and monitor complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and internal key stakeholders.
- Report and escalate efforts to resolve complex customer experience problems.
- Supports the response and coordination between both the customer and internally to key stakeholders and senior leadership.
- Sets customer expectations and provides updates regarding troubleshooting and resolution action plans for internal and customer facing communications.
- Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
- Support lessons learned and conducted Post Escalation Review process.
- Ascertain Splunk Certifications and/or Splunk trainings.

**Required Qualifications**:

- 2-5+ years’ experience or equivalent work experience.
- Customer success mindset and proven track record.
- Intermediate understanding of Splunk and infrastructure technology environment and the interaction between different systems and services.
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk Strong customer service with the ability to make good judgments and quick decisions.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to build relationships and influence Senior Leadership. Ability to have difficult conversations with multiple levels within the organization.
- Ability to collaborate with peers and work cross-function as needed with Product and/ or Engineering teams.
- Proven knowledge of ITIL frameworks (Incident, Change, Escalation, Problem primarily).
- Occasional weekend work as the business requires as well as holiday coverage.
- Strong data analytics and report management skills.
- Ability to manage multiple customer escalations at varying levels including case documentation.

**Nice to have**:

- Experience and understanding of a wide array of specific tools and software (SaaS Platforms, Salesforce, Jira, Confluence, and Google suite experience is a Plus)
- Knowledge of software development lifecycle
- Fundamental understanding/overview of Splunk or similar data collection software.
- ITIL v3/v4 Foundations Certification

Splunk has been named one of the San Francisco Bay Area’s “Best Places to Work” by the San Francisco Business Times, ten years in a row. We offer a highly competitive compensation package and a plethora of benefits.

  • Escalation Manager

    1 week ago

    Sydney, Australia Splunk Full time

    The Escalation Manager is a member of the Incident, Escalation and Problem Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer...

  • Incident and Escalation Manager

    1 week ago

    Sydney, Australia Datadog Full time

    The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...

  • Escalation Manager, Tableau

    2 weeks ago

    Sydney, Australia Salesforce Full time

    Job Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Support Escalation Manager

    2 days ago

    Sydney, Australia Microsoft Full time

    **Support Escalation Manager**: Sydney, New South Wales, Australia Date posted **Jul 11, 2025** - Job number **1845481** - Work site **Up to 50% work from home** - Travel **0-25**%** - Role type **Individual Contributor** - Profession **Technical Support** - Discipline **Support Escalation Management** - Employment...

  • Escalation Response Lead, Usds

    5 days ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Escalation Manager, Apac

    2 weeks ago

    Sydney, Australia Atlassian Full time

    **Working at Atlassian** **Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding...

  • Escalations Lead

    1 week ago

    Sydney, Australia Corto Pty Ltd Full time

    We are CORTO, a cutting-edge software company dedicated to revolutionizing the legal industry. Our mission is to empower legal practitioners with AI-driven solutions that streamline their workflow, boost productivity, and provide more efficient client service. Our team of AI experts and engineers collaborate to develop intelligent software tailored to the...

  • Escalated Deactivation Specialist

    4 days ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About The...

  • Operations Manager, Aws Support Escalation and

    2 weeks ago

    Sydney, Australia Amazon Web Services Australia Pty Ltd Full time

    Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience - 5+ years of experience managing teams in relevant service reliability or mission critical operations. As an Operations Manager on the E2M team, you will be responsible for ensuring that Escalation Engineers are set up for...

  • Associate Account Manager

    6 days ago

    Sydney, Australia Cuscal Full time

    Excellent growth opportunities and flexible work environment - Join us through a time of transformational change - Strong focus on commercial client relationships **Our client’s success is our success. And you make it happen** Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving...