Technical Success Engineer

2 tygodni temu

Kraków, Lesser Poland Splunk Pełny etat

Customer Success and SupportHybrid Remote , Krakow,Poland

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises

use our unified security and observability platform to keep their digital systems secure and

reliable. While customers love our technology, it's our people that make Splunk stand out as an

amazing career destination and why we've won so many awards as a best place to work. If you

become a Splunker, we want your whole, authentic self, what we call your "million data points".

So bring your work experience, problem-solving skills and talent, of course, but also bring your

joy, your passion and all the things that make you, you.

Role Summary

The Technical Success Engineer plays a vital role at Splunk and is responsible for ensuring the

technical health of our customers. This position requires extensive knowledge of Splunk

products to provide guidance on standard methodologies for Splunk Cloud and Enterprise

deployments. The Technical Success Engineer also assists customers in their adoption journey

by offering product support, advisory services, and handling critical issues. By fulfilling these

responsibilities, this role helps customers improve the value of their Splunk investment while

ensuring that their platform is operating efficiently.

What you'll get to do

Act as a point of contact for technical health issues and partner with escalation management for commercial customers.

Provide mentorship, planning, and recommendations for a customer's overall technical health.

Supervise the overall health of customer environments, which include cases, urgent issues,

outages, ongoing projects, possible bugs, and performance of diagnostic health checks as

needed.

Advocate internally for customers to facilitate the resolution of issues through coordination of Splunk's internal organizations (technical support, services, sales, product development/management, and executive leadership)

Work with relevant teams to proactively handle customers' critical issues, recommend

environment upgrades or add-ons, upgrade readiness, new feature awareness, and

maintenance windows.

Be able to detail, communicate, and understand customer needs, so they can be clearly relayed to fellow account team members and Splunk Leadership.

Keep the customer advised of key information that may be essential to their success (e.g.

product roadmaps, new product releases, special customer events, or organizational

changes).

Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery.

Assess cloud overages and leverage appropriate services for workload optimization.

Participate in QBRs with customers virtually to review service levels, usage metrics and

Deliver customer onboarding mentorship, enablement planning, administration, and

Must-have Qualifications

Experience in technical support, professional services, systems administration/engineering or related experience.

Experience building customer relationships and handling commercial accounts.

Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.

Familiarity with Splunk-related products.

Strong verbal and written communication skills with the ability to communicate technical

concepts to non-technical audiences ranging from individual contributors to senior leaders.

Work independently and as part of a team.

Occasional travel may be required.

Splunk Architect Certification achieved within 6 months of start.

Nice-to-have Qualifications

We've taken special care to separate the must-have qualifications from the nice-to-haves.

"Nice-to-have" means just that: Nice. To. Have. So, don't worry if you can't check off every box.

We're not hiring a list of bullet points–we're interested in the whole you.

Knowledge of software development process and technical environments

Solid understanding of Splunk Core Platform

Other industry certifications from AWS, Google, and Azure

Ability to converse in Spanish or French

Splunk is an Equal Opportunity Employer

At Splunk, we believe creating a culture of belonging isn't just the right thing to do; it's also the

smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are

supported to bring their best, most authentic selves to work where they can thrive. Qualified

applicants receive consideration for employment without regard to race, religion, color, national

status, age, physical or mental disability or medical condition, genetic information, veteran

status, or any other consideration made unlawful by federal, state, or local laws. We consider

qualified applicants with criminal histories, consistent with legal requirements.

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