Senior Technical Success Engineer, Splunk

• This position requires extensive knowledge of Splunk products to provide guidance on best practices for Splunk Cloud and Enterprise deployments
• 5+ years’ experience in technical support, professional services, systems administration/engineering or related experience
• 5+ years experience building customer relationships and handling enterprise accounts
• Experienced with customer issues, account/project management, IT Operations, and technical infrastructure
• Familiarity with all Splunk-related products
• Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders
• Work independently and as part of a team
• Travel up to 30% may be required
• Splunk Architect Certification achieved within 6 months of start
• Proficient in English

Desirable

• The Senior Technical Success Engineer plays a vital role at Splunk and is responsible for ensuring the technical health of our customers
• The Senior Technical Success Engineer also assists customers in their adoption journey by offering product support, advisory services, and handling critical issues
• By fulfilling these responsibilities, this role helps customers improve the value of their Splunk investment while ensuring that their platform is operating efficiently
• Act as a point of contact for technical health issues and partner concern management for enterprise customers
• Provide mentorship, planning, and recommendations for a customer’s overall technical health
• Supervise the overall health of customer environments, which include cases, urgent issues, outages, ongoing projects, possible bugs, and performance of diagnostic health checks as needed
• Advocate internally for customers to facilitate the resolution of issues through coordination of Splunk’s internal organizations (technical support, services, sales, product development/management, and executive leadership)
• Work with relevant teams to proactively handle customers' critical issues, recommend environment upgrades or add-ons, upgrade readiness, new feature awareness, and maintenance windows
• Be able to detail, communicate, and understand customer needs, so they can be clearly relayed to fellow account team members and Splunk Leadership
• Keep the customer advised of key information that may be essential to their success (e.g. product roadmaps, new product releases, special customer events, or organizational changes)
• Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery
• Assess cloud overages and leverage appropriate services for workload optimization
• Participate in QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance
• Deliver customer onboarding mentorship, enablement planning, administration, and management workshops