Splunk Technical Success Engineer: Elevate Customer Value

3 weeks ago

Canberra, ACT, Australia Splunk Inc Full time

The role of Technical Success Engineer at Splunk is pivotal in ensuring the technical well-being of our customers. As a key team member, you will leverage your in-depth product knowledge to provide guidance to customers on their platform health, offering insights on Splunk Enterprise and Splunk Cloud architectures, as well as technical best practices to guarantee their continued success and optimal utilization of their Splunk investment.

Responsibilities:

  • Customer Health and Escalation Management - Act as the primary point of contact for technical health issues and escalation management for enterprise customers.
  • Customer Onboarding and Enablement - Deliver customer onboarding guidance, enablement planning, administration, and management workshops.
  • Technical Health Guidance - Provide guidance, planning, and recommendations for the overall technical health of a customer's Splunk environment.
  • Monitoring and Diagnostic Health Checks - Monitor the overall health of customer environments, considering cases, critical issues, outages, and ongoing projects, conducting diagnostic health checks as needed.
  • 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 Analysis and Training Needs - Proactively analyze customer issues and interactions to identify training and additional services needs, engaging internal teams for delivery.
  • Sales QBRs and Customer Environment Performance - Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics, and customer environment performance.
  • Customer Escalation and Configuration Management - Work with the relevant technical teams to proactively handle customer escalations and configurations, recommending customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness.
  • Cloud Overages and Optimization - Assess all cloud overages and leverage services for workload optimization solutions.
  • Customer Environment Impacts and Communication - Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, communicating effectively between teams.
  • Customer Needs Documentation and Communication - Understand, document, and communicate the customer's needs to the Account Team.
  • Key Information Communication - 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 Knowledge and Experience - Knowledge of software development process and technical environments.
  • Customer Escalations and Account Management - Experienced with customer escalations, account management, and project management.
  • Customer Service Focus and Communication 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.
  • Effective Communication and Teamwork - Ability to communicate effectively with individual contributors to senior leaders, Work independently and as part of a team.
  • IT Operations and Technical Infrastructure - Experience with IT operations and technical infrastructure.
  • Splunk Core Platform Knowledge - Working knowledge of the Splunk Core Platform highly desirable.
  • Travel Requirements - Travel up to 30% may be required.

Required Technical and Professional Expertise:

  • Experience and Education - 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 role. Project management experience.
  • Language and Certifications - 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).

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