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Technical Success Engineer, Public Sector

2 months ago

Colorado Springs, Colorado, United States Splunk Inc Full time
Role Summary

The Technical Success Engineer plays a vital role at Splunk, 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.

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.
Requirements
  • 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
Preferred Qualifications
  • 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