Engineering Escalations Manager, Sustaining

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product 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 journey!

We are looking for an Engineering Escalation Manager who will be dedicated in owning high-profile escalations, lead technically and restore operational state to service as in a minimal amount of time. It is essential to be highly technical, motivated, energetic, and collaborative in owning and providing focus on escalation management for all incoming customer reported product issues. If you thrive in an environment that embraces diversity and where change is inevitable - what are you waiting for? Join our dynamic Sustaining Engineering team and apply today! We take pride in a diverse work environment, where we treat each other as we would our customers. Not to mention, we are one of the Best Places to Work for in the Bay Area!

What You'll Be Doing:

* You will own, drive, and resolve customer-reported product escalation issues, while applying your technical expertise, coordinating, and leading internal engineering teams.

* You'll roll up your sleeves, help solve issues with your cross-functional team of Engineers to dig into customer-provided data, identify root causes, while utilizing excellent troubleshooting techniques and debugging skills.

* You'll act as a liaison that facilitates collaboration and communications among different technical and support teams

* You'll drive prioritization, review the escalated product defect and cases, and be a technical advisor to members of the Escalation team.

* You will provide timely and updated information to customer-facing teams to improve overall customer satisfaction

* You will conduct regular operational reporting and reviews to measure success and drive corrective measures.

Who You Are & What Makes You Qualified:

* You have 7-10 years of experience as a Software Engineer in Product/Customer Centric Engineering teams.

* You are experienced in handling issues for highly scalable distributed systems, Linux operating systems internals (file system internals, disk/storage performance, process & memory management, etc.) and networking (TCP/IP, UDP etc).

* You possess a deep understanding of troubleshooting using debugging tools such as top, Strace, GDP, and Stap in resolving complex enterprise software issues.

* You have good people skills and are committed to utilizing your teamwork abilities to operate efficiently in a demanding environment; while maintaining composure, demonstrating leadership, and building trusted relationships with the team across the organization.

* You have excellent communication skills to deliver resolutions to other teams in a factual, professional, timely, and consistent manner.

* You love using your project management skills to help define action plans and follow through with complete documentation to issue closure.

* You are comfortable with ambiguity, open to change, and thrives in fast-paced dynamic environments.

* You enjoy working with bug tracking systems such as JIRA.

* A huge plus? You have experience with source management systems experience (such as Git) and Customer Case Management Systems (SFDC).

Splunk is an Equal Opportunity Employer.