Director, Engineering Project & Program Management (Security Escalations)

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Meet the Team

Splunk is looking for a Director, Engineering Project and Program Management to own and scale our Security Escalation Management (SEM) organization within the Security org. SEM is a human-led coordination and recovery function built to resolve complex customer situations that cut across front-line support, engineering, product, account management, and formal account escalation teams. Recovery means full resolution—that includes driving engineering analysis, code fixes, bug remediation, configuration corrections, workaround validation, and Root Cause Analysis, not just routing a ticket to the right inbox. The team protects customer confidence, absorbs preventable escalation to executive leadership, and surfaces the operational intelligence that helps Splunk's Security leaders make faster, better decisions.

Your Impact

This is not a technical support director role. It is a recovery leadership and program management role for someone who runs disciplined operations, influences without authority across a large matrixed organization, and holds a customer outcome standard—including engineering outcomes—that others will follow.

Escalation Engagements and Recovery

• Own the SEM charter, operating model, and all customer-facing Security escalation engagements across Splunk's Enterprise Security suite (ES Core, ES Premier, and associated capabilities), Security Orchestration Automation and Response (SOAR), Extended Detection and Response (XDR), Endpoint Detection and Response (EDR), User and Entity Behavior Analytics (UEBA), and related Security products.
• Hold final accountability for engagement quality and resolution outcomes: recovery plans, code fix coordination, bug escalation through engineering, workaround validation, customer communication cadence, sentiment, and post-engagement learning.
• Drive full-cycle resolution—from intake and triage through engineering partner engagement, fix delivery or validated workaround, and confirmed customer recovery.
• Set and enforce the admission model—severity standards, concurrent Priority 1 ceilings, cross-team ownership rules, and handoff protocols including follow-the-sun and after-hours on-call activation.
• Partner with the Account Escalation team on formally escalated accounts where SEM owns the Security workstream.
• Build and maintain a Sales Intake coordination function: a single, human-supervised channel that fields requests from Sales and leadership, routes them to the correct owner, confirms acceptance, and monitors outcomes through to closure.

Engineering and Product Partnership

• Hold engineering teams accountable for analysis, code fixes, and internal Root Cause Analysis (RCA) on SEM-led engagements; track action completion and escalate blockers.
• Work directly with Product and Engineering leadership to surface systemic patterns—recurring defects, missing capabilities, or architectural gaps—that generate escalation volume.
• Coordinate customer-facing RCAs in partnership with Engineering and Product; ensure they are accurate, timely, and properly reviewed before release.

Governance and Reporting

• Deliver a monthly Product Management newsletter covering portfolio state, product and engineering dependencies, blockers, fix status, and patterns across all active and closed engagements.
• Run the governance cadence: weekly operations reviews, monthly leadership reviews, periodic program decision gates, and triggered decision huddles.
• Build and maintain a success framework tracking Sales Intake health, executive and business issues, customer and engineering outcomes, and operating model performance.
• Communicate systemic patterns and engineering decision needs clearly to senior leadership.

People and Program

• Manage and develop a team of Engagement Managers; build the staffing model and hiring plan for long-term operation.
• Establish an AI-assistive tooling posture: AI drafts, humans approve; enforce source traceability and ensure no autonomous customer-facing output.
• Partner with cross-functional leaders on proactive account nominations, priority conflicts, and escalation disposition.

Minimum Qualifications

• Bachelor’s Degree or 15+ years of industry experience, preferably in security, technical escalation management, customer support engineering, or technical program management within an enterprise software environment with experience managing managers or senior individual contributors.
• 4+ years experience running cross-functional teams handling customer concerns involving Engineering, Product, Support, and Sales simultaneously.
• 4+ years experience setting up and managing intake, routing, and tracking systems at the program level.

Preferred Qualifications

• Familiarity with Security products or security operations environments - understanding the technical stakes of a Security outage and the ability to speak credibly to Engineering and Product leaders about resolution risk and timelines.
• Demonstrated ability to own a customer recovery program end-to-end, including driving engineering partners to deliver code fixes, patches, or validated workarounds under pressure.
• Experience with executive-level reporting, customer-facing summaries, and recovery plans without editorial support.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include 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. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.