Director, Engineering - SPIE (Remote)

About the role

The Director of Engineering for Incident, Problem, and Escalation Management (SPIE) role at Splunk is responsible for leading the functions that transform customer-impacting events into meaningful engineering and business signals. This includes responding to incidents, learning from them, managing customer escalations, and driving accountability for recurring issues across various teams.

Responsibilities

• Lead incident response for Splunk, ensuring fast-paced handling of customer-impacting events.
• Build and mature cross-functional operating models across engineering, support, field, product, customer success, and business teams.
• Translate operational patterns into business and engineering priorities, focusing on a customer-first approach.
• Communicate effectively with internal partners and executive leadership, fostering trust and collaboration.
• Utilize Splunk or similar observability tools to understand customer needs and improve product usability.

Requirements

• Bachelor’s degree + 15 years of experience or Master’s degree + 12 years of related experience.
• 10+ years of experience in incident management, problem management, critical issue management, technical support, customer operations, engineering operations, or related fields.
• 4+ years of supervisory experience, including managing managers and leading a large engineering-focused organization.
• Proven experience leading customer-impacting incident response functions, including incident leadership, coordination, communications, decision-making, and follow-through.
• Strong understanding of Splunk, its use cases, and observability concepts and tooling.

Qualifications

• Experience improving incident commander or major incident leadership practices.
• Ability to connect customer impact data with engineering actions, product improvements, and service experience outcomes.
• Experience in creating high-quality problem records, trend analysis, corrective action recommendations, and executive-ready operational insights.
• Demonstrated success in reducing repeat escalations related to known defects, recurring incidents, or operational process gaps.
• Strong track record of building trust with internal users of incident, problem, and escalation management processes.

Skills

Advanced user of Splunk or other observability tools, understanding of Splunk’s use cases and industry observability concepts.

Benefits

Full-time employees are eligible for a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Additional benefits include paid holidays, personal days, and vacation time. For quota-based sales roles, incentive compensation is included in the salary range.

Pay

$230,100.00 to $325,300.00 annually, depending on location and experience.

Schedule

This role is fully remote and can be performed from any location within the United States.