Senior Technical Success Engineer

6 hours ago

Canberra, ACT, Australia Splunk Inc Full time
About the Role

The Technical Success Engineer at Splunk is a critical team member responsible for ensuring the technical health of our customers. As a key member of our customer-facing team, you will provide guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices to help customers achieve 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 to ensure a smooth adoption journey.
  • Provide expert guidance, planning, and recommendations for the overall technical health of a customer's Splunk environment.
  • Monitor the overall health of customer environments, identifying potential issues and conducting diagnostic health checks as needed.
  • Collaborate with internal teams to facilitate the resolution of customer issues and advocate for customer needs.
  • Proactively analyze customer interactions to identify training and additional services needs, engaging internal teams for delivery.
  • Participate in sales QBRs with customers to review service levels, usage metrics, and customer environment performance.
  • Work with technical teams to proactively handle customer escalations, configurations, and recommend customer environment upgrades and add-ons.
  • Assess cloud overages and leverage services for workload optimization solutions.
  • Communicate effectively with customers and internal teams to ensure seamless collaboration and issue resolution.
Requirements
  • Knowledge of software development processes and technical environments.
  • Experience with customer escalations, account management, and project management.
  • Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences.
  • Ability to work independently and as part of a team.
  • Experience with IT operations and technical infrastructure.
  • Working knowledge of the Splunk Core Platform highly desirable.
Preferred Qualifications
  • 5+ years' experience in technical support, professional services, systems administration/engineering, or related.
  • 5+ years' experience managing strategic/top accounts in the technology sector.
  • 5+ years' experience in enterprise customer-facing roles.
  • Project management experience.
  • Fluent in English.
  • BA/BS technical degree or equivalent work experience.
  • Working knowledge of the Splunk Core platform.
  • Splunk Architect Certification.
What We Offer

Splunk provides a comprehensive benefits package, including healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and more. This role is eligible for incentive compensation and may be eligible for equity or long-term cash awards. Learn more about our benefits and wellbeing offering at https://www.splunk.com/en_us/careers/benefits.html.

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