Customer Success and Support

Munich, Germany

- Hybrid Remote

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Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.

Role/Who You'll Work With:

The Technical Success Engineer (m/f/d) 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 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. As a Splunk Technical Success Engineer, you will support our customers on their adoption journey with product support, advisory and management of customer escalations.

What You'll Do/Key responsibilities:

Act as 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.
Monitor the overall health of 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 organizations (technical support, services, sales, product development, product management, and executive leadership teams)
Proactively analyze 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 escalations 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 optimization solutions
Proactively identify customer environment impacts related to bugs or new release build and track scheduled maintenance windows and communicate effectively between teams
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)

Minimum Qualifications for the role:

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
Relevant Project management experience
Fluent in German & English, both written & spoken
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 communicate technical concepts to non technical audiences
Ability to communicate effectively with individual contributors to senior leaders
Work independently and as part of a team
Experience with IT operations and technical infrastructure
Working knowledge of Splunk Core Platform highly desirable
Travel up to 30% may be required

Preferred Qualifications for the role:

BA/BS technical degree, or equivalent work experience
Working knowledge of Splunk Core platform
Willing to pursue Splunk Architect Certification
Familiarity with all Splunk related products

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

Germany

Base Pay: EUR 73,600.00 - 101,200.00 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 next-level benefits at https://splunkbenefits.com.

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Splunk's Hiring Practices

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