Technical Success Engineer

Customer Success and Support
Hybrid Remote, London, United Kingdom

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 Customer Success Engineer – internally referred to as a Technical Success Engineer – 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.
• 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: 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.

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