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Technical Success Specialist

2 months ago

Melbourne, Victoria, Australia Splunk Full time
About the Role

The Technical Success Engineer at Splunk is a critical team member responsible for 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.

Key Responsibilities
  • Technical Health Management
    • Act as point of contact for technical health issues and escalation management for enterprise customers.
    • Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
  • Customer Onboarding and Enablement
    • Deliver customer onboarding guidance, enablement planning, administration and management workshops.
  • Technical Guidance and Recommendations
    • Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
  • Internal Advocacy
    • 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).
  • Proactive Issue Analysis and Resolution
    • Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
  • Sales Support and Collaboration
    • Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
  • Cloud Optimization and Upgrade Recommendations
    • 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.
  • Customer Communication and Documentation
    • 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).
Requirements
  • Technical Expertise
    • Knowledge of software development process and technical environments.
  • Customer-Facing Experience
    • Experienced with customer escalations, account management and project management.
  • Communication and Interpersonal Skills
    • Passionately focused 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.
  • Problem-Solving and Analytical Skills
    • Work independently and as part of a team.
  • Industry Knowledge and Certifications
    • Experience with IT operations and technical infrastructure.
    • Working knowledge of the Splunk Core Platform highly desirable.
    • Splunk Architect Certification.
  • Education and Language
    • Fluent in English.
    • BA/BS technical degree or equivalent work experience.