Full-Time

Technical Success Engineer

Splunk

Splunk

5,001-10,000 employees

Data management & visualization platform

Data & Analytics
Cybersecurity
AI & Machine Learning

Senior

Washington, DC, USA + 1 more

Required Skills
Communications
Management
Requirements
  • TS/SCI CI POLY security clearance
  • 5+ years' experience in technical support, professional services, systems administration/engineering or related experience
  • 5+ years experience building customer relationships and handling Public Sector accounts
  • Experienced with customer issues, account/project management, IT Operations, and technical infrastructure
  • Strong knowledge of Splunk products
  • Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences
  • Work independently and as part of a team
  • Splunk Architect Certification achieved within 6 months of start
  • Proficient in English
Responsibilities
  • Act as a point of contact for technical health issues and partner with the escalation management team for Public Sector 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
  • 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 disseminated to fellow account team members and Splunk Leadership
  • Keep the customer advised of key information that may be essential to their success
  • 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 (onsite and virtually) to review service levels, usage metrics and customer environment performance
  • Deliver customer onboarding mentorship, enablement planning, administration, and management workshops

Splunk's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence.

Company Stage

M&A

Total Funding

$1.4B

Headquarters

San Francisco, California

Founded

2003

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

5%

2 year growth

7%

Benefits

Medical, dental and vision insurance plans for regular, full-time U.S. employees — choose the best plans for you and your family. Plus: Health Savings Account (HSA), Life insurance and survivor benefits, Flexible Spending Accounts (FSA), Business travel and accident insurance, Voluntary Critical Illness & Hospital Indemnity

Eligible employees enjoy: 401(k) Plan with a company match, Employee Stock Purchase Plan (ESPP), Equity awards, Bonus or commission program

We support you and your family: Paid parental leave, Mother rooms and wellness rooms, Family Planning

Your work/life balance is important to us, that's why we offer: 16 company holidays, 15 vacation days, 10 sick days, 10 bereavement days, 5 volunteer days

Ensuring our employees' success goes beyond insurance plans: Education reimbursement, Electric car charging stations, Employee Assistance Program (EAP), Stocked kitchens, Gym discounts/onsite fitness centers, Pet insurance discount, Student loan resources, Cool workspace with collaborative environments, 529 College Savings Plan