Senior Escalation Manager

$132,000 - $181,500/Yr

Splunk

Full-time - Senior

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Senior Escalation Manager at Splunk is a key member of the Incident Management Team, responsible for managing and resolving high-profile customer escalations related to product, services, and customer experience. This role requires strong leadership in high-stress situations, effective communication with stakeholders, and the ability to analyze trends in customer dissatisfaction. The Senior Escalation Manager will drive resolutions, mentor team members, and maintain accountability for performance metrics.

Responsibilities

• Effectively run multiple escalations or engagements simultaneously, providing meaningful updates to stakeholders.
• Perform deep troubleshooting and problem isolation for major escalations.
• Manage high-complexity customer engagements independently to solve problems.
• Influence stakeholders from individual contributors to middle management levels.
• Work proactively with minimal direction.
• Track multiple projects, prioritize tasks, and manage time effectively.
• Consider the holistic view of customer environments to identify challenges and create strategies for resolution.
• Build strong cross-functional relationships and handle difficult discussions constructively.
• Lead escalations and summarize results for various audiences, including technical and leadership.
• Provide mentorship, technical guidance, and input into best practices documents.
• Document status and relevant information within escalation records and tracking tools like Jira, Confluence, and SFDC.

Requirements

• 6+ years of experience in account management, consultation, project management, escalation management, or technical support.
• Demonstrated effective communication, prioritization, and decision-making skills under pressure.
• Ability to communicate complex ideas effectively both verbally and in writing.
• Strong customer service skills with a proven track record of good judgment and quick decision-making.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to build relationships and influence senior leadership.
• Capability to have difficult conversations across multiple organizational levels.
• Collaboration skills to work cross-functionally with Product and Engineering teams.
• Proven knowledge of ITIL frameworks or software development lifecycle, particularly in SAAS.
• Negotiation, mediation, and conflict management skills.
• Strong data analytics and report management skills.
• Ability to manage multiple customer escalations and case documentation.
• Understanding of various infrastructure, software, and SAAS platform technologies.

Nice-to-haves

• Experience with tools such as SFDC, Jira, and Confluence.
• Linux OS administration or relevant supporting experience.
• Strong methodical problem-solving skills.
• Knowledge of the software development lifecycle.
• Critical thinking and decision-making abilities.
• Fundamental understanding of Splunk or similar data collection software.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with match
• Paid time off
• Incentive compensation
• Equity or long-term cash awards