Senior Technical Success Engineer
24 godzin temu
Splunk Inc is seeking a highly skilled Senior Technical Success Engineer to join our team. As a key member of our customer success organization, you will play a vital role in ensuring the technical health of our customers.
Key Responsibilities- 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 customer environment performance.
- Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.
- 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.
- Proficient in English.
- BA/BS technical degree
- 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
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