Description

Role Summary

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 customer environment performance.
• Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.

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
• Proficient in English

Nice-to-have 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

Note:

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $108,000.00 - 148,500.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $97,200.00 - 133,650.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $86,400.00 - 118,800.00 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 competitive benefits package which includes medical, dental, vision, a 401(k) plan and match, paid time off and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

Thank you for your interest in Splunk!