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, which encompasses managing cases, urgent issues, outages, ongoing projects, potential bugs, and performing 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. Your responsibilities will also involve proactively addressing customers' critical issues, recommending environment upgrades or add-ons, and ensuring readiness for upgrades. You will need to communicate customer needs effectively to fellow account team members and Splunk leadership, keeping customers informed of key information essential to their success, such as product roadmaps, new releases, and special events. Additionally, you will analyze customer issues and product usage to recommend further education and services, engage with internal teams for delivery, and assess cloud overages for workload optimization. Participation in Quarterly Business Reviews (QBRs) with customers to review service levels and performance metrics will also be part of your duties. Lastly, you will deliver customer onboarding mentorship and management workshops to ensure a smooth transition and effective use of Splunk products.