Senior Technical Success Engineer

4 weeks ago

Canberra, ACT, Australia Splunk Inc Full time
Job Title: Senior Technical Success Engineer

The Senior 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 success team, you will bring your deep product knowledge to advise customers on their platform health, providing guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices to ensure customers remain successful and realize the full value of 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 guidance, planning, and recommendations for the overall technical health of a customer's Splunk environment, including monitoring and 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, including 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, engaging internal teams for delivery.
  • Participate in sales QBRs with customers to review service levels, usage metrics, and customer environment performance.
  • Work with relevant technical teams to proactively handle customer escalations and configurations, recommending customer environment upgrades and add-ons to ensure 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, communicating effectively between teams.
  • Understand, document, and communicate the customer's needs to the Account Team.
  • Keep the customer informed of key information critical to their success, such as product roadmaps, new product releases, customer events, or organizational changes.
Requirements:
  • Knowledge of software development processes and technical environments.
  • Experience with customer escalations, account management, and project management.
  • Passionate focus on customer service and success.
  • Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences.
  • Ability to communicate effectively with individual contributors to senior leaders.
  • Work independently and as part of a team.
  • Experience with IT operations and technical infrastructure.
  • Working knowledge of the Splunk Core Platform highly desirable.
  • Travel up to 30% may be required.
Required Technical and Professional Expertise:
  • 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.
  • Familiarity with all Splunk-related products (preferred).

Note: This role is eligible for a comprehensive, competitive benefits package, including healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and more. Learn more about our benefits and wellbeing offering at https://www.splunk.com/en_us/careers/benefits.html.

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