Splunk
posted 2 months ago
The Senior Technical Success Engineer at Splunk plays a crucial role in ensuring the technical health and success of our enterprise customers. This position is designed for individuals with extensive knowledge of Splunk products, who can provide guidance on best practices for both Splunk Cloud and Enterprise deployments. The Technical Success Engineer is not only responsible for assisting customers in their adoption journey but also for offering product support, advisory services, and managing critical issues that may arise. By fulfilling these responsibilities, the Technical Success Engineer helps customers maximize the value of their Splunk investment while ensuring that their platform operates efficiently. In this role, you will act as a primary point of contact for technical health issues and partner concern management for enterprise customers. You will provide mentorship, planning, and recommendations to enhance a customer's overall technical health. This includes supervising the health of customer environments, which encompasses managing cases, urgent issues, outages, ongoing projects, potential bugs, and conducting performance diagnostic health checks as necessary. You will advocate for customers internally, facilitating the resolution of issues through coordination with various internal teams, including technical support, services, sales, product development, and executive leadership. Additionally, you will proactively handle critical customer issues, recommend environment upgrades or add-ons, and ensure customers are aware of new features and maintenance windows. Your ability to communicate and understand customer needs will be essential in relaying information to fellow account team members and Splunk leadership. Keeping customers informed about key information that may impact their success, such as product roadmaps and new releases, will also be part of your responsibilities. You will analyze customer issues and product usage to recommend necessary education and additional services, engaging with internal teams for delivery. Participation in Quarterly Business Reviews (QBRs) with customers to review service levels and performance metrics will be expected, along with delivering customer onboarding mentorship and management workshops.