Director, Engineering - SPIE (Remote)

About the role

The Director of Engineering for Incident, Problem, and Escalation Management (SPIE) will lead the functions that turn customer-impacting events into meaningful engineering and business signals. This role will be responsible for strengthening how Splunk responds to incidents, learns from them, manages customer escalations, and drives accountability for recurring issues across engineering, support, field, and business teams.

Responsibilities

• Lead fast-paced customer-impacting events, building durable operating models, and translating operational patterns into business and engineering priorities.
• Bring a customer-first approach while ensuring that durable customer experience improvement comes from enabling the internal teams closest to the product, the customer, and the operational system.
• Communicate effectively and build trust with internal users of incident, problem, and escalation management processes.
• Understand and improve the effectiveness, consistency, and maturity of Incident Commander or major incident leadership practices.
• Connect customer impact data to engineering action, product improvements, and service experience outcomes.
• Create high-quality problem records, trend analysis, corrective action recommendations, and executive-ready operational insights.
• Reduce repeat escalations related to known defects, recurring incidents, or operational process gaps.

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 functions.
• 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, how our customers use it, and observability concepts and tooling across the industry.

Qualifications

• Experience improving the effectiveness, consistency, and maturity of Incident Commander or major incident leadership practices.
• Proven ability to connect customer impact data to engineering action, product improvements, and service experience outcomes.
• Demonstrated success by reducing repeat escalations related to known defects, recurring incidents, or operational process gaps.
• Demonstrated success in building trust with internal users of incident, problem, and escalation management processes.

Skills

• Advanced user of Splunk or other observability tools.
• Strong understanding of Splunk, how our customers use it, and observability concepts and tooling across the industry.
• Experience in creating high-quality problem records, trend analysis, corrective action recommendations, and executive-ready operational insights.
• Ability to build or mature cross-functional operating models across engineering, support, field, product, customer success, and business teams.
• Strong communication and systems thinking skills.
• Ability to work independently in a remote environment.

Benefits

At Cisco, we offer competitive compensation packages, including a starting salary range of $230,100.00 to $325,300.00 for this position. Additional benefits include:

• Medical, dental, and vision insurance.
• A 401(k) plan with a Cisco matching contribution.
• Paid parental leave.
• Short and long-term disability coverage.
• Basic life insurance.

Employees may also be eligible for additional paid time off, grants of Cisco restricted stock units, and performance-based incentive pay. Specific details about compensation and benefits are available upon request.

Pay

The starting salary range for this position is $230,100.00 to $325,300.00, reflecting the projected salary range for new hires in U.S. and Canadian locations. Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training.

Schedule

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