Customer Success and Support

Johannesburg, South Africa

- Hybrid Remote

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

This role at Splunk is a critical team member responsible for the technical health of our customers. You will bring your deep product knowledge to advise customers on their platform health, providing advice on Splunk Enterprise and Splunk Cloud architectures and technical best practice to ensure customers remain successful and realise the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support on adoption journey with product support, advisory and management of customer escalations

Responsibilities:

Act as point of contact for technical health issues and escalation management for enterprise customers across South Africa
Deliver customer onboarding mentorship, enablement planning, administration and management workshops.
Provide and lead planning and recommendations for the overall health of a customer's Splunk environment.
Overall customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organisations (technical support, services, sales, product development, product management, and executive leadership teams)
Proactively analyse customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness
Assess all cloud overages and leverage services for workload optimisation solutions
Proactively identify customer environment impacts related to bugs or new release build and lead scheduled maintenance windows and communicate optimally between teams
Understand, document and communicate the customer’s needs to the Account Team
Keep the customer advised of key information that may be vital to their success (e.g. product roadmaps, new product releases, customer events, or organisational changes)

Requirements:

Knowledge of software development process and technical environments
Experienced with customer escalations, account management and project management
Passionately focused on customer service and success
Strong verbal and written communication skills with the ability to build technical concepts to non-technical
Ability to connect with individual contributors to senior leaders
Work independently and as part of a team
Experience with IT operations and technical infrastructure
Understanding of Splunk Core Platform highly desirable
Travel up to 30% may be required

Required Tech Experience:

5+ years’ experience in technical support, professional services, systems administration/engineering or related
5+ years’ experience leading strategic/top accounts in the technology sector
Willing to pursue Splunk Architect Certification
Fluent English essential for this role

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

Note:

Base Pay Range

South Africa

Base Pay: ZAR 928,000.00 - 1,276,000.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

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Splunk's Hiring Practices

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^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

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Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

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