Security Support Manager, Splunk
$105.6-145.2k
Eligible for incentive compensation
More information about location
Data security & observability platform
Job no longer available
Data security & observability platform
1001+ employees
Job no longer available
$105.6-145.2k
Eligible for incentive compensation
More information about location
1001+ employees
Company mission
To allow clients to focus on the business outcomes that data can deliver by helping organisations use their data to answer questions, take actions, and achieve business objectives
Role
Who you are
- You will be independent, positive, self-motivated, proactive, results-oriented and able to monitor and report on your team's performance KPIs
- You are collaborative by nature and enjoy mentoring team members
- 3+ years of leadership within a Global Customer Support / Technical Support organization
- Experience with Cloud/SaaS software products is highly coveted (Splunk Security preferred)
- Direct experience delivering support for Splunk’s Security products (Phantom, SOAR, User Behavior Analytics (UBA), Enterprise Security (ES), Intelligence Management, Mission Control) preferred
- Proficiency in driving and implementing Knowledge-Centered Service (KCS) methodologies within the team
- Excellent verbal and written communication skills and the ability to work optimally in a team environment
- Demonstrated commitment to advocating for and resolving customer issues
- Experience working as part of a global organization
- Ability to work in a fast-paced, changing and results oriented atmosphere
- Detailed and organized, with a track record for understanding urgency and delivering quality results
- Exhibits a sense of accountability and ownership over tasks and outcomes
- Possesses excellent written and verbal communication skills
- Capable of multitasking and performing effectively under pressure, managing multiple time-sensitive priorities
- Demonstrated confidence in dealing with all levels of management, both internal and customer
- Ability to understand and raise issues efficiently and appropriately
- Comfortable hosting calls with multiple attendees, both technical and non-technical
- Skilled at negotiating firmly but fairly, demonstrating the ability to manage customer issues
- Interest in attracting, hiring and retaining successful support professionals
- Ability to develop and deliver creative business solutions for complex problems
- Passionate about helping customers
- Thrives in high-pressure environments
What the job involves
- Join us as we pursue our disruptive new vision to provide a world class , real-time observability platform that combines logging, metrics monitoring and distributed tracing
- Due to the Global growth of our customer install base, we are hiring a Technical Support Manager to join our US Support team
- This role leads a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers who assist customers in resolving technical challenges with Splunk Observability products
- Duties include all aspects of people management, assisting Engineers with understanding and prioritizing their case work, managing case issues, and ensuring process compliance within the team
- In your Manager role, it is you and your team on the front line of delivering an exceptional customer experience
- Manage a team of Technical Support Engineers to achieve business objectives around Customer Satisfaction, metrics attainment and operational excellence
- Set team goals in alignment with Global Support objectives and assist direct reports in the definition and attainment of individual goals
- Ensure direct reports use the resources, tools, information, and processes necessary to deliver effective technical solutions to customers
- Ensure the delivery and completion of technical and soft-skills training for direct reports
- Manage workflows and schedules for direct reports to ensure adequate shift coverage
- Manage and communicate about customer issues for your direct reports when necessary
- Collaborate with other groups such as Dev Engineering, Account Management, Customer Success and Support Operations
- Committed customer advocate, continuously evaluating the support experience and contributing to the ideation and execution of programs to improve customer experience
- Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team
- Review team KPIs case management daily
- Conduct interviews and hire team members
- Participate in projects as required
Our take
Splunk was founded to produce software for searching and analysing machine-generated data for clients. The platform provides live data insights and is an attractive option due to its flexibility, scalability and ability to process real time data.
The company has evolved significantly since being founded, implementing developments in augmented reality, machine learning and mobile technology. Further, the company's transition to the cloud has allowed it to provide new offerings, and proved its ability to move with market trends.
Acquired by Cisco in 2024, Splunk now benefits from Cisco's user protection, breach protection and threat intelligence capabilities. The company will continue to deliver its security products, and also has plans to enhance its portfolio moving forwards.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2007
$25m
SERIES C
Jan 2006
$10m
SERIES B
Total funding: $40m
Company benefits
- Paid parental leave
- Work from home opportunities
- Health Care and Insurance
- Paid Time Off
- Education reimbursement
- Electric car charging stations
- Employee Assistance Program (EAP)
- Stocked kitchens
- Gym discounts/onsite fitness centers
- Pet insurance discount
- Student loan resources
- Cool workspace with collaborative environments
- 529 College Savings Plan
Company HQ
South Beach, San Francisco, CA
Leadership
Gary Steele
(EVP & GM of Splunk at Cisco, not founder)Was CEO and President of Splunk before it became a Cisco company. Previously CEO at Proofpoint and Portera, VP at Sybase, and Market Development Manager at Sun Microsystems.
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