Splunk · 1 day ago
Sr. Technical Success Engineer (US Central or East Coast)
Texas, United States
Full-time
Remote
Senior Level
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Responsibilities
Act as a point of contact for technical health issues and partner with escalation management for commercial customers.
Provide mentorship, planning, and recommendations for a customer’s overall technical health.
Supervise the overall health of customer environments, which include cases, urgent issues, outages, ongoing projects, possible bugs, and performance of diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of issues through coordination of Splunk’s internal organizations (technical support, services, sales, product development/management, and executive leadership)
Work with relevant teams to proactively handle customers' critical issues, recommend environment upgrades or add-ons, upgrade readiness, new feature awareness, and maintenance windows.
Be able to detail, communicate, and understand customer needs, so they can be clearly relayed to fellow account team members and Splunk Leadership.
Keep the customer advised of key information that may be essential to their success (e.g. product roadmaps, new product releases, special customer events, or organizational changes)
Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery.
Assess cloud overages and leverage appropriate services for workload optimization.
Participate in QBRs with customers virtually to review service levels, usage metrics and customer environment performance.
Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.
Qualification
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Required
Experience in technical support, professional services, systems administration/engineering or related experience
Experience building customer relationships and handling commercial accounts.
Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.
Familiarity with Splunk-related products
Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders.
Work independently and as part of a team
Occasional travel may be required.
Splunk Architect Certification achieved within 6 months of start
Proficient in English
Preferred
BA/BS technical degree
Knowledge of software development process and technical environments
Solid understanding of Splunk Core Platform
Other industry certifications from AWS, Google, and Azure
Company
Splunk
Splunk is a software company that provides operational intelligence software that monitors, reports, and analyzes real-time machine data.
Founded in 2003
5001-10000 employees
H1B Sponsorship
Splunk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (157)
2022 (216)
2021 (252)
2020 (173)
Funding
Current Stage
Public CompanyTotal Funding
$2.44BKey Investors
Starboard ValueHellman & FriedmanSilver Lake
2023-09-21Acquired
2022-10-16Post Ipo Equity
2022-03-04Post Ipo Equity· $1.4B
Leadership Team
Craig Hyde
Chief Strategic Advisor / Field CTO
Min Wang
Chief Technology Officer
Recent News
Company data provided by crunchbase
