Cloud IAM Support Specialist
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!
About the role
Seeking al Support Specialist, to support and facilitate internal customer-service processes and services. Our team is responsible for providing end-to-end access for several compliant cloud environments. You’ll partner with engineers to maintain and improve internal customer support access-facing initiatives. We are looking for motivated, enthusiastic and focused individuals who have a real passion for urgency and effectiveness and have strong knowledge of quality standards, automation and processes.
Responsibilities
- Support: ensure coverage of the team’s customer-support slack channel according to appropriate hours of operation. Coverage includes, but not limited to:
- Acknowledge all inquiries within a 10 minute SLA
- Triage, address or re-route any questions or issues in a timely manner
- Alert and escalate any automation or process failures identified by Splunkers
- Track all topics discussed in the channel, to the Cloud IAM Support team to better understand and permanently address customer pain points
- Triage and collect approvals from appropriate SMEs for all necessary customer requests. All approvals are tracked in our team’s ticketing system, and require strict adherence to compliance-based processes to ensure correct SMEs are identified and notified of changes.
- Execute fully approved customer requests, behind compliant boundaries. Most executions to these requests happen behind a GitLab repo, comprehension of this service is required.
- Customer Obsession: Incorporate the feedback from customer issues to enhance the overall product and service quality. As stated above, data is collected through the team’s slack channel. This is then discussed with the Cloud IAM Support team during stand ups, and stack-ranked by importance. As a team, we decide what’s next to address, and open appropriate JIRA tickets to request execution by the Cloud IAM Engineering team.
- Compliance: Keep the Splunk Cloud boundary in compliance with company policies, and procedures through the Monthly Access Review of all the groups in the organization.
- Continuous Optimization: Identify gaps in processes/practices/framework/tooling, and design/drive solutions for higher efficiencies with the potential of across the organizational boundaries
- Participate in On-Call rotation.
Requirements
- Knowledge of the following tools: Okta, GitLab (Git workflow), JIRA, Slack
- CS degree preferred but minimum of bootcamp certification with coding skills required to operate the tools listed above. .
- Experience in a fast-paced customer-facing environment is a plus
- Effective communication and strong collaboration skills
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: 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 below, 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.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off, an ESPP and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Base Pay Range
SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $33.85 - 46.54 per hour
California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $31.15 - 42.84 per hour
All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $28.46 - 39.13 per hour
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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 [email protected]. 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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