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Customer Success and Support

Senior Technical Success Engineer

  • - 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 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.
  • 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 organizations (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 optimization 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 organizational changes)
Requirements:
  • 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
  • You will come from a very similar Technical Account Customer Success role
  • Fluent in French and English
  • 3+ years’ experience in technical support, professional services, systems administration/engineering or related
  • Willing to pursue Splunk Architect Certification
Splunk is an Equal Opportunity Employer
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

 

Note:

Splunk's Hiring Practices

Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are committed to equal employment opportunity. 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 Affirmative Action 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.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

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Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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