Senior Technical Support Manager

4 weeks ago

Hyderabad, India Splunk Inc Full time
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 journeyWe are looking for a customer obsessed Senior Technical Support Manager to join our APAC Support team. In this role you will lead a team that takes pride in delivering an outstanding customer experience. Your primary role involves managing a team of Technical Support Engineers responsible for assisting customers in resolving technical issues within Splunk Observability products. Duties include all aspects of people management and change leadership, including mentoring Technical Support Engineers with prioritizing their case work, managing case issues, creating great customer experiences, and ensuring process compliance within the team. You will be customer focused, independent, positive, self-motivated, proactive, outcome-driven, and able to monitor and report on your team's performance metrics. You are both curious and collaborative by nature and enjoy mentoring and developing team members.In Customer Support we LOVE to disrupt, we innovate to deliver exceptional customer and employee 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 belowResponsibilities

In your Sr. 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 who may be located in multiple countries/ locations.Meet or exceed business objectives focused on Customer Satisfaction, metrics attainment and operational excellence.Set team goals in alignment with Global Support objectives as well as assisting direct reports in the definition and attainment of individual goals.Ensure the team apply the resources, tools, information, and established processes vital 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 situations and communicate with customers to support your direct reports as necessary.Partner with peers in AMER and EMEA to ensure globally consistent strategies and processes are in place to improve efficiencies and customer satisfaction.Collaborate with other departments such as Dev Engineering, Account Management Teams, Engineering and Supportability.Committed customer advocate. Continuously evaluate the support experience and contribute to ideation and execution of programs to improve customer experience.Serve not only as a leader/ manager, but also a mentor, be a knowledge resource, and escalation point for direct reports, building credibility and trust within your team and with your peers within and outside of Global Support.Review team backlog and performance daily.Participation in cross team and global committees and projects

Skills

Detailed and organized, with a track record for understanding urgency and delivering quality results.Strong eye for business.Excellent written and verbal communication skills.Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.Demonstrated confidence in dealing with all levels of management, both internal and customer.Ability to understand and advance 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.Ability to attract, hire and retain successful support professionals.Ability to develop and deliver creative business solutions for complex problems.Passionate about helping customers.Handles stress well.

Requirements

8+ years Technical/ Customer Support or related Operational Leadership experience.Experience with cloud-based technologies and an understanding of modern application architecture (micro-services). (Splunk Observability preferred)Experience with SaaS based solutions and open source components - open source monitoring tools (Nagios, Ganglia, collected, Graphite, etc.) preferred.Startup and hyper growth experience.Experience leading teams that are geographically dispersed.Experience working as part of a global organization.Technical undergraduate degree.Ability to work flexible hours/ days. Splunk Support is a 24x7 operation with a mix of staffed and on-call weekend requirements.

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