Cloud IAM Support Specialist (US Remote Available)

Job Description

About Splunk

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

The Splunk Cloud IAM Team is seeking an exceptional Support Specialist, to support and elevate 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 elevate 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 accurate 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.
• 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:

• Minimum one year experience in a fast-paced customer-facing environment
• In-depth 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. .
• Effective communication and strong collaboration skills

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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: $40.38 - 55.53 per hour

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $36.92 - 50.77 per hour

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $33.46 - 46.01 per hour