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 Splunk Rapid Response Team, you will be responsible for owning the response to customer impacting incidents and case escalations. In this role, you'll be part of a team of global rapid response commanders responsible for handling high priority incidents and escalations from initial triage through after-action review.
This role at Splunk requires an individual who can take charge in high-stress situations and give direction to Customer personnel, Splunk engineers, and Support management to drive expeditious resolution of incidents and escalations. We are looking for a natural leader with proven knowledge of incident or escalation management frameworks and the ability to communicate clearly and effectively to technical and business audiences.

What you'll get to do

• Effectively triage/run incidents/case escalations in a timely manner (meeting all current Service Level Objectives) for sensitive, urgent, or critical issues.
• Manage high intake volume of incident and case escalation submissions. With an eye to overhaul or suggest workflow improvements.
• Lead complex troubleshooting conversations and problem-solving skills to ensure coordination of resources and keeping stakeholders/key contributors on track for deliverables.
• Craft clear and concise status updates tailored for easy consumption by engineers and executives.
• Capture and document key events and milestones during the lifecycle of the incident and case escalation.
• Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and customer facing communications.
• Restore the customer's confidence in Splunk and Splunk products through effective listening and communications skills.
• Understand when to escalate an issue internally, to ensure appropriate stakeholders are involved for optimal resolution.
• Engage in daily incidents, escalations, and internal meetings with constructive feedback and proposing solutions.
• Participate in special projects as assigned.

Must-have Qualifications

• 2+ years in incident/escalation management or technical support.
• Flexibility to work non-standard working hours which may include early morning hours, evening hours and/or weekends. This role will be required to work a 4x10 shift schedule (i.e. 4 days per week, 10 hours per day). The schedule assigned may include a weekend day (Saturday and/or Sunday).
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to communicate complex ideas effectively verbally and in writing with both customers and internally at Splunk.
• Customer success mindset, proven track record and ability to make good judgements and pivot to ensure resolution.
• Ability to manage multiple customer escalations/incidents at varying levels including case documentation.
• Work well in a dynamic, changing environment and becomes comfortable with ambiguity.
• Knowledge of Jira, SFDC, and Confluence is a plus.

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
Costa Rica
Base Pay: CRC 20,000,000.00 - 27,500,000.00 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.