Senior Technical Success Engineer
6 days ago
We are seeking a highly skilled Technical Success Engineer to join our team at Splunk. As a critical member of our customer-facing team, you will be responsible for ensuring the technical health of our customers and providing guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices.
Key Responsibilities- Technical Health Management: Act as the primary 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 to ensure a smooth adoption journey.
- Technical Guidance: Provide guidance, planning, and recommendations for the overall technical health of a customer's Splunk environment.
- Diagnostic Health Checks: Monitor the overall health of customer environments, conduct diagnostic health checks as needed, and identify areas for improvement.
- Internal Advocacy: Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk's internal organizations.
- 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 to review service levels, usage metrics, and customer environment performance.
- Technical Configuration: Work with technical teams to proactively handle customer escalations and configurations, and recommend customer environment upgrades and add-ons.
- Cloud Optimization: Assess all cloud overages and leverage services for workload optimization solutions.
- Communication: Keep the customer informed of key information that may be critical to their success, such as product roadmaps, new product releases, customer events, or organizational changes.
- Technical Expertise: Knowledge of software development process and technical environments.
- Customer Focus: Experienced with customer escalations, account management, and project management.
- 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 and work independently and as part of a team.
- Technical Infrastructure: Experience with IT operations and technical infrastructure.
- Splunk Knowledge: Working knowledge of Splunk Core Platform highly desirable.
- Travel: Travel up to 30% may be required.
- Experience: 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 roles.
- Project Management: Project management experience.
- Education: BA/BS technical degree, or equivalent work experience.
- Splunk Certification: Willing to pursue Splunk Architect Certification.
- Language: Fluent in English and Swedish.
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