Splunk Director of Customer Support, APAC (Singapore or Hong Kong) in Singapore, Singapore

Job Description: That's a cool job! I want it!

The Director of Technical Support Services will play a key leadership role in transforming how, what and where Splunk Support is delivered. This person will be focused on leading a growing team of highly technical Support Engineers in addition to leading strategic projects. Splunk is expanding rapidly and will continue to grow at a fast pace; this person will be an integral part of the leadership team, with the opportunity to have a high level of impact for many years to come.

Responsibilities: I can do that!

Escalations

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

  • Reporting metrics and case management updates to executive and account teams

  • Coordinating appropriate resources to achieve resolution for our larger Accounts

Strategic Projects

  • Deliver strategic projects…

  • Like…

  • Support ticketing systems?

  • Process focus; create processes that scale and meet the needs of the business and our customers

    Operations

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

    o Key partner to product management and development teams, working directly with engineering to resolve core product issues

    o Work with the team to identify, monitor and report trends

    o Create, implement and enhance internal reporting, and other processes to optimize team productivity

    Requirements: I've already done that or have that!

    o 5+ years of leadership within a Global Customer Support Technical Support organization.

    o 10+ years of proven success working directly with customers within a technology company

    o Proven experience supporting and working closely with the Asia Pacific and Japan Region.

    o Outstanding verbal and written communication skills to foster and leverage teamwork

    o Excellent presentation skills, strong leadership presence

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

    o Customer acumen to champion the customer problem until resolution

    o Excellent time management skills with and strong sense of urgency

    o Desire to learn new skills technologies and remain up-to-date with latest trends; passion for solving technical problems

    o Experience working with and improving Support ticketing systems

    o Ability to manage critical cases after hours as needed

    o Good knowledge of Splunk general concepts desirable

    o Willingness and ability to advocate for the Splunk culture

    Education: Got it!

    o Bachelor's degree in Business, IT, Engineering and or other related field strongly preferred

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.

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