Technical Support Manager - San José, Costa Rica - Splunk Inc

Descripción

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

Role Summary:

The Manager of Technical Support Services will play a key leadership role in transforming how, what and where Splunk Support is delivered. In this role, you will be focused on leading a growing team of highly technical and dedicated Support Engineers in addition to leading strategic projects. Developing the team's technical knowledge and soft skills through regular meetings, objectives, and on-the-job coaching will be a critical function of the position. Splunk is rapidly growing and will continue to scale at a fast pace. This Splunker will become an integral part of the leadership team, and will have the opportunity to have a high level of impact for many years to come.

What you'll get to do

Operations

Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.

Setting team goals in alignment with Global Support objectives, and assisting direct reports in the definition and attainment of individual goals.

Advocating for customers and defining ways to continually contribute to the customer experience.

Key partner to product management and development teams, collaborating with engineering to resolve core product issues.

Partner with the operations and support delivery teams to identify, monitor and report trends.

Build, implement and improve internal reporting, and other processes to optimize team productivity.

Shared responsibility for occasional weekend day duties as part of a schedule with the other Americas Technical Support Managers.

Escalation and Incidents

Serve as the top-line escalation point for high-priority support cases including overall triage and management.

Report metrics and case management updates to Support Director, Customer Success and account teams.

Coordinate appropriate resources to achieve issue resolution for our larger accounts.

Strategic Projects

Deliver strategic projects on a timely basis.

Analyze and implement new Support ticketing systems and tools

Skills management and accelerated onboarding of support engineers

Help build standard processes that scale and meet the needs of the business and our customers.

Must-have Qualifications

3+ years of direct supervisory/management experience with 8 years of professional experience with a BA and 6yrs professional experience with a Masters.

5+ years of proven success working directly with customers within a technology company.

Experience with Cloud/SaaS software products is highly coveted.

Excellent verbal and written communication skills and the ability to work effectively in a team environment.

Excellent presentation skills coupled with a strong leadership presence.

Communication as a core strength. Heavy focus on using data to articulate a story or an issue.

Dedicated to champion the customer problem until resolution.

Excellent time management skills and a solid sense of urgency.

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

Experience working with and improving Support ticketing systems and tools and processes

Flexibility to handle critical cases after hours as needed.

Knowledge of Splunk technical concepts is desirable.

Committed to creating and developing high-performing team that promotes the Splunk culture.