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Splunk Technical Support Account Manager, EMEA in London, United Kingdom

Senior Technical Support Manager, EMEA

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product 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!

The Role:

As the Senior Technical Support Manager, you will focus on leading a growing team of highly technical and dedicated Support Engineers in addition to handling customer issues to a successful conclusion. You will develop the team’s technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching. In addition, you are a dedicated problem solver that has a real passion for producing positive customer outcomes and can lead by example. Splunk is rapidly growing and will continue to scale at a fast pace. You will be expected to quickly integrate into the extended leadership team and help us to scale. Displays a can-do attitude and growth mindset.

Responsibilities:

Lead/Manage

  • Ability to manage a team of 15+ people as part of a global organisation

  • Manage all operational activities of a support team. Including (but not limited to) scheduling, cross region coordination on next shift hand overs, team backlog management.

  • Ability to effectively work and negotiate cross function to solve problems, creation process and build success.

  • Lead team to meet or exceed organizational goals

  • Handle customer expectations and escalations

  • Ability to participate to Incident management and resolution activities

  • Create a productive team environment, built on employee engagement, accountability customer satisfaction and meaningful career development

  • Collaborate with and support Sales and Customer Success Managers to deliver successful customer outcomes and create opportunities for new or renewed business

  • Coach and mentor Support Engineers ad hoc based on opportunity/ need as well as part of regular 1-on-1s. Develop individual goals and career plans.

  • Actively participant in strategic projects to drive customer satisfaction, Support KPIs and product supportability.

  • Ability to lead team through challenging situations and operational changes as needed

  • Strong communication skills. Ability to read an audience, communicate appropriately, articulate issues and action plans, set expectations and deliver difficult news.

  • Willingness to work outside normal business hours as needed

Operations

  • Develop a strong understanding of engineering processes and collaborate directly with engineering to resolve core product issues

  • Identify, monitor and provide product feedback on trending issues or usability concerns.

  • You have the ability to adjust priorities as needed to respond to business needs

  • Focus on continuous improvement of organization and individual KPIs

  • Lead effective meetings with a clear agenda and record actions

  • You work with knowledge management teams to develop KB articles and support community forums, as well as identify case drivers and issue trends

Requirements:

  • The position is based out of our Paddington office

  • Extensive leadership experience in a Customer Support / Technical Support organization

  • Proven success working directly with customers within a technology company

  • Communication as a core strength, heavy focus on using data to articulate a story or an issue

  • Excellent time management skills with and a strong sense of urgency

  • Dedicated to champion the customer problem until resolution

  • Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems

  • Experience leading escalation teams or incident teams an asset

  • Proven track record of meeting or exceeding targets and expectations

Technical

  • Develop an understanding of the Splunk product in order to communicate effectively

  • Experience of Splunk, similar tool or Business Intelligence is advantageous

  • UNIX is nice to have but not essential

  • Experience of working with a product as complex as Splunk

Education:

  • Bachelor's degree in Business, IT, Engineering and/or other related fields strongly preferred

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

About Splunk

Splunk was founded to pursue a disruptive new vision: make machine data accessible, usable and valuable to everyone. Machine data is one of the fastest growing and most complex areas of big data—generated by every component of IT infrastructures, applications, mobile phone location data, website clickstreams, social data, sensors, RFID and much more.

Splunk is focused specifically on the challenges and opportunity of taking massive amounts of machine data, and providing powerful insights from that data. IT insights. Security insights. Business insights. It’s what we call Operational Intelligence.

Since shipping its software in 2006, Splunk now has over 13,000 customers in more than 110 countries around the world. These organizations are using Splunk to harness the power of their machine data to deepen business and customer understanding, mitigate cybersecurity risk, prevent fraud, improve service performance and reduce costs. Innovation is in our DNA – from technology to the way we do business. Splunk is the platform for Operational Intelligence!

Splunk has more than 2,700 global employees, with headquarters in San Francisco, an office in San Jose, CA and regional headquarters in London and Hong Kong.

We’ve built a phenomenal foundation for success with a proven leadership team, highly passionate employees and unique patented software. We invite you to help us continue our drive to define a new industry and become part of an innovative, and disruptive software company.

Benefits & Perks: Wow! This is really cool!

SF Only

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO, sick leave, stocked micro kitchens in Splunk offices, catered lunches on Mondays, catered breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer, “Fun Fridays”.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Non SF

Medical, full company paid Dental, Vision and Life Insurance, Flexible Spending and Dependent Care Accounts, Commuter Accounts, Employee Stock Purchase Plan (ESPP), 401(k), 3 weeks of PTO and sick leave. Our work environments vary by location however we believe in hosting amenities and fun activities to fuel our energy. You may find fully stocked micro kitchens, catered lunches on Mondays and breakfast on Fridays, basketball hoops, ping pong, arcade games, BBQ’s, soccer and “Fun Fridays”.

This isn’t a job – it’s a life changer – are you ready?

Individuals seeking employment at Splunk are considered without regards to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

To check on your application click here.

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