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:
1. Act as point of contact for technical health issues and escalation management for enterprise customers.
2. Deliver customer onboarding guidance, enablement planning, administration and management workshops.
3. Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.
4. Monitor the overall health of customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
5. 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)
6. Proactively analyze customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
7. Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
8. 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
9. Assess all cloud overages and leverage services for workload optimization solutions
10. Proactively identify customer environment impacts related to bugs or new release build track scheduled maintenance windows, and communicate effectively between teams
11. Understand, document and communicate the customer’s needs to the Account Team
12. 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:
13. Knowledge of software development process and technical environments
14. Experienced with customer escalations, account management and project management
15. Passionately focused on customer service and success
16. Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
17. Ability to communicate effectively with individual contributors to senior leaders
18. Work independently and as part of a team
19. Experience with IT operations and technical infrastructure
20. Working knowledge of the Splunk Core Platform highly desirable
21. Travel up to 30% may be required
Required Technical and Professional Expertise
22. 5+ years’ experience in technical support, professional services, systems administration/engineering or related
23. 5+ years’ experience managing strategic/top accounts in the technology sector
24. 5+ years’ experience in enterprise customer-facing role
25. Project management experience
26. Fluent in English
27. BA/BS technical degree or equivalent work experience
28. Working knowledge of the Splunk Core platform
29. Splunk Architect Certification
30. Familiarity with all Splunk-related products (preferred)
Note:
Base Pay Range
Australia
Base Pay: AUD 125,600.00 - 172,700.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at .