Security Support Manager

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.

We are a company filled with people who are passionate about our products and seek to deliver the best experience for our customers. At Splunk, we're committed to our work, customers, having fun and most importantly to each other's success. Learn more about Splunk careers and how you can become a part of our journey!

Due to the Global growth of our customer install base, we are hiring a Technical Support Manager to join our EMEA 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. 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.

In Customer Support we LOVE to disrupt, we innovate to deliver an exceptional customer experience. Diversity matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; transparency is at our core. We have fun doing extraordinary work with great people. Come become one of us.

Find out more information below!

Responsibilities

In your Manager role, it is you and your team on the front line of delivering an exceptional customer experience. Job responsibilities include but are not limited to:

• 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 departments 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.

Skills

• 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 escalate 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 escalations.

• Aptitude for attracting, hiring and retaining high-performing support professionals.

• Ability to develop and deliver creative business solutions for complex problems.

• Passionate about helping customers.

• Thrives in high-pressure environments.

Requirements

• 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.