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Technical Health Advocate for Splunk Enterprise
2 miesięcy temu
We're seeking a seasoned Technical Success Engineer to join our team at Splunk Inc. as a Technical Health Advocate for Splunk Enterprise.
Job Description:The Technical Health Advocate plays a pivotal role in ensuring the technical health of our customers, focusing on Splunk Cloud and Enterprise deployments. This position requires extensive knowledge of Splunk products to provide guidance on standard methodologies for technical success.
- Act as a point of contact for technical health issues, partnering 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, including 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.
- 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 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.
