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:

As a member of the CSX - Support Operations team at Splunk, you will help to develop and drive enterprise-wide support tools and business processes that will position the team for better efficiency and productivity.

We are looking for a strategic thinker, with excellent support business insight. In this role you will provide technical leadership and subject matter expertise on a range of support owned tools such as case routing, bots, workforce manager, and proprietary python/splunk based automation tools. .

What you'll get to do:

• Understand the company’s customer success - support operating model and commercial objectives.

• Manages a team of tooling experts and developers

• Collaborate with support leadership and design/define a comprehensive tools roadmap, establishing clear priorities

• Anticipate support/customer tools needs/requirements and build implementation and adoption plans.

• Define and drive software development process standard methodologies and organizational change across all support tools.

• Jointly own and monitor the governance of the overall priorities and programs alongside Sr Support Manager, Business Operations

• Work with Functional leads within Support to drive program deliverables

• Brings together requirements and use cases from subject matter authorities using interviews, document analysis, business process descriptions, scenarios, business analysis, task and workflow analysis

• Work closely with our liaison into IT, the Customer Success Business Systems Strategy team, to define and help implement Technical Support solutions.

• Build a formal network and acts as the liaison between business partners, users, and internally owned technical teams

• Collaborates with the business to ensure business readiness and transfer knowledge for any new process / system

• Responsible for contracts and SOWs for the support organization

Must-have Qualifications:

• 5+ years of Tools development and management experience

• 10+ Support business process experience

• Validated experience in a fast paced, highly scaled SaaS environment

• Strong organizational and development skills

• Ability to work across cross-functional groups and ensure ability to influence and implement across groups

• A passion for technology and an ability to identify new opportunities for efficiency and productivity

• Have customer Care/service background

• Bachelor’s degree/foreign equivalent in a related field or meaningful relevant on the job experience

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard 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, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $160,000.00 - 220,000.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $144,000.00 - 198,000.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $129,600.00 - 178,200.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com .