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Technical Success Engineer Expert
2 months ago
We are seeking a highly skilled Technical Success Engineer to join our team at Splunk Inc.
Job SummaryThe Technical Success Engineer plays a critical role in ensuring the technical health of our customers. This individual will provide guidance on Splunk Enterprise and Splunk Cloud architectures, as well as technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk.
Responsibilities:- Serve 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.
- Maintain awareness of customer environments, considering cases, critical issues, outages, and ongoing projects, and conduct diagnostic health checks as needed.
- Promote collaboration among internal organizations (technical support, services, sales, product development, product management, and executive leadership teams) to facilitate issue resolution.
- Analyze customer interactions to identify training needs and additional services requirements, engaging internal teams for delivery.
- Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics, and customer environment performance.
- Collaborate with technical teams to proactively handle customer escalations and configurations, recommending customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
- Proactively identify cloud overages and leverage services for workload optimization solutions.
- Communicate effectively between teams regarding customer environment impacts related to bugs or new release build track scheduled maintenance windows.
- Understand, document, and communicate customer needs to the Account Team.
- Maintain transparency about key information critical to customer success (e.g., product roadmaps, new product releases, customer events, or organizational changes).
- Demonstrated knowledge of software development processes and technical environments.
- Experience with customer escalations, account management, and project management.
- Prioritization of customer service and success.
- Strong verbal and written communication skills to convey technical concepts to non-technical audiences.
- Able to communicate effectively with contributors to senior leaders.
- Ability to work independently and collaboratively within a team.
- Knowledge of IT operations and technical infrastructure.
- Familiarity with the Splunk Core Platform is highly desirable.
- Travel up to 30% may be required.
- 5+ years' experience in technical support, professional services, systems administration/engineering, or related fields.
- 5+ years' experience managing strategic/top accounts in the technology sector.
- 5+ years' experience in an enterprise customer-facing role.
- Project management expertise.
- Fluency in English.
- Bachelor's degree in a technical field or equivalent work experience.
- Working knowledge of the Splunk Core platform.
- Splunk Architect Certification.
- Familiarity with all Splunk-related products (preferred).
This position comes with a competitive salary range of AUD $125,600 - $172,700 per year. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards. Our comprehensive benefits package includes healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and more. For more information on our benefits offering, visit .
