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Senior Technical Success Engineer

2 months ago

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

The Technical Success Engineer at Splunk Inc 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 the point of contact for technical health issues and escalation management for enterprise customers.
  • Customer Onboarding: Deliver customer onboarding guidance, enablement planning, administration and management workshops.
  • Technical Guidance: Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
  • Health Monitoring: Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct 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: Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery.
  • Sales Support: Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
  • Escalation Management: 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.
  • Cloud Optimization: Assess all cloud overages and leverage services for workload optimization solutions.
  • Communication: Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams.
  • Customer Needs: Understand, document and communicate the customer's needs to the Account Team.
  • Customer Success: 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: Knowledge of software development process and technical environments.
  • Customer Experience: Experienced with customer escalations, account management and project management.
  • Customer Focus: Passionately focused on customer service and success.
  • Communication Skills: Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences.
  • Teamwork: Ability to communicate effectively with individual contributors to senior leaders.
  • Independence: Work independently and as part of a team.
  • IT Experience: Experience with IT operations and technical infrastructure.
  • Splunk Expertise: Working knowledge of the Splunk Core Platform highly desirable.
  • Travel: Travel up to 30% may be required.
Professional Expertise
  • Technical Support: 5+ years' experience in technical support, professional services, systems administration/engineering or related.
  • Account Management: 5+ years' experience managing strategic/top accounts in the technology sector.
  • Enterprise Experience: 5+ years' experience in enterprise customer-facing role.
  • Project Management: Project management experience.
  • Language: Fluent in English.
  • Education: BA/BS technical degree or equivalent work experience.
  • Splunk Certification: Splunk Architect Certification.
  • Splunk Products: Familiarity with all Splunk-related products (preferred).