TECHNICAL SUCCESS ENGINEER (ONSITE/HYBRID)

Splunk • San Jose, CA

491d

About The Position

Splunk is dedicated to building a safer and more resilient digital world, and as a Technical Success Engineer, you will play a crucial role in ensuring the technical health of our customers. This position requires a deep understanding of Splunk products, as you will provide mentorship on best practices for both Splunk Cloud and Enterprise deployments. Your primary responsibility will be to assist customers in their adoption journey by offering product support, advisory services, and addressing critical issues that may arise. By fulfilling these responsibilities, you will help customers maximize the value of their Splunk investment while ensuring their platform operates efficiently. In this role, you will act as a point of contact for technical health issues, partnering with escalation management for commercial customers. You will supervise the overall health of customer environments, which includes managing cases, urgent issues, outages, ongoing projects, potential bugs, and performing diagnostic health checks as needed. Your advocacy for customers will be essential in facilitating the resolution of issues through coordination with various internal teams, including technical support, services, sales, product development/management, and executive leadership. You will also be responsible for proactively analyzing customer issues, interactions, and product usage to recommend necessary education and additional services. This includes assessing cloud overages and leveraging appropriate services for workload optimization. Participation in quarterly business reviews (QBRs) with customers will be part of your duties, where you will review service levels, usage metrics, and customer environment performance. Additionally, you will deliver customer onboarding mentorship, enablement planning, and management workshops to ensure a smooth transition and ongoing success for our clients.