Splunk - Washington, DC
posted 3 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 who possess extensive knowledge of Splunk products and are adept at providing 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 and effectively. 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, managing cases, urgent issues, outages, ongoing projects, and performance of diagnostic health checks as needed. 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 customer needs clearly to account team members and Splunk leadership will be essential. 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 interactions and product usage to recommend necessary education and additional services, and you will participate in quarterly business reviews (QBRs) with customers to assess service levels and performance metrics. Furthermore, you will deliver onboarding mentorship and management workshops to ensure customers are well-equipped to utilize Splunk's offerings effectively.