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 incident response, learning from incidents, managing customer escalations, and driving accountability for recurring issues across various teams.

Responsibilities

• Lead fast-paced customer-impacting events and build durable operating models.
• Translate operational patterns into business and engineering priorities.
• Bring a customer-first approach while ensuring internal teams are enabled for product and operational excellence.
• Communicate effectively and build trust with internal users of incident, problem, and escalation management processes.
• Understand and leverage Splunk or similar observability tools to improve customer experiences and operational efficiency.

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.
• Experience building or maturing cross-functional operating models across engineering, support, field, product, customer success, and business teams.
• 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 to 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 observability concepts.

Benefits

Includes 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, birthday, year-end holiday shutdown, personal wellness days, and optional vacation days. Non-sales roles are eligible for annual bonuses, while quota-based sales roles earn performance-based incentive pay split between quota and non-quota components.

Pay

$230,100.00 to $325,300.00 annually, based on location and individual performance.

Schedule

Full-time, remote position.