Senior Technical Advocate

3 weeks ago


Canberra, ACT, Australia Splunk Inc Full time
Splunk Technical Success Engineer Role

About the Role

As a Technical Success Engineer at Splunk, you will play a crucial role in ensuring the technical health of our customers. This involves providing expert guidance on Splunk Enterprise and Splunk Cloud architectures, as well as technical best practices to guarantee customer success and maximize their investment in Splunk.

Responsibilities

Act as the primary point of contact for technical health issues and escalation management for enterprise customers.
Deliver customer onboarding guidance, enablement planning, administration, and management workshops.
Provide guidance, planning, and recommendations for the overall technical health of a customer's Splunk environment.
Monitor the overall health of customer environments, considering cases, critical issues, outages, and ongoing projects, and conduct diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk's internal organizations (technical support, services, sales, product development, product management, and executive leadership teams).
Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics, and customer environment performance.
Work with the relevant technical teams to proactively handle customer escalations and configurations and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
Assess all cloud overages and leverage services for workload optimization solutions.
Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams.
Understand, document, and communicate the customer's needs to the Account Team.
Keep the customer informed of key information that may be critical to their success (e.g., product roadmaps, new product releases, customer events, or organizational changes).

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