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

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

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

Presenting monthly and quarterly quality reviews to the Support leadership team, including detail updates on the progress of the recommended corrective and preventive actions

Troubleshooting technical issues to establish the root cause of problems and form a solution or workaround across a range of environments

Providing documentation content and participate in online forum support for real-time questions from Splunk users.

Reproducing customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation