Job Description
The Technical Success Engineer at Splunk is a critical team member responsible for the technical health of our customers. You will bring your deep product knowledge to advise customers on their platform health, providing guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support our customers on their adoption journey with product support, advisory and management of customer escalations.
Responsibilities:
Act as point of contact for technical health issues and escalation management for enterprise customers.
Deliver customer onboarding guidance, enablement planning, administration and management workshops.
Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organizations (technical support, services, sales, product development, product management, and executive leadership teams)
Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer escalations and configurations and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness
Assess all cloud overages and leverage services for workload optimization solutions
Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams
Understand, document and communicate the customer’s needs to the Account Team
Keep the customer informed of key information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)
Requirements:
Knowledge of software development process and technical environments
Experienced with customer escalations, account management and project management
Passionately focused on customer service and success
Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
Ability to communicate effectively with individual contributors to senior leaders
Work independently and as part of a team
Experience with IT operations and technical infrastructure
Working knowledge of the Splunk Core Platform highly desirable
Travel up to 30% may be required
Required Technical and Professional Expertise
5+ years’ experience in technical support, professional services, systems administration/engineering or related
5+ years’ experience managing strategic/top accounts in the technology sector
5+ years’ experience in enterprise customer-facing role
Project management experience
Fluent in English
BA/BS technical degree or equivalent work experience
Working knowledge of the Splunk Core platform
Splunk Architect Certification
Familiarity with all Splunk-related products (preferred)
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, ****** orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis
Note:
Responsibilities:
Act as point of contact for technical health issues and escalation management for enterprise customers.
Deliver customer onboarding guidance, enablement planning, administration and management workshops.
Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organizations (technical support, services, sales, product development, product management, and executive leadership teams)
Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
Work with the relevant technical teams to proactively handle customer escalations and configurations and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness
Assess all cloud overages and leverage services for workload optimization solutions
Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams
Understand, document and communicate the customer’s needs to the Account Team
Keep the customer informed of key information that may be critical to their success (e.g. product roadmaps, new product releases, customer events, or organizational changes)
Requirements:
Knowledge of software development process and technical environments
Experienced with customer escalations, account management and project management
Passionately focused on customer service and success
Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
Ability to communicate effectively with individual contributors to senior leaders
Work independently and as part of a team
Experience with IT operations and technical infrastructure
Working knowledge of the Splunk Core Platform highly desirable
Travel up to 30% may be required
Required Technical and Professional Expertise
5+ years’ experience in technical support, professional services, systems administration/engineering or related
5+ years’ experience managing strategic/top accounts in the technology sector
5+ years’ experience in enterprise customer-facing role
Project management experience
Fluent in English
BA/BS technical degree or equivalent work experience
Working knowledge of the Splunk Core platform
Splunk Architect Certification
Familiarity with all Splunk-related products (preferred)
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, ****** orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis
Note:
💡 Quick Summary
Seeking a career-building opportunity? The Technical Success Engineer - Melbourne position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.