Full-Time
Technical Success Engineer
Public Sector, Required: Ts/Sci CI Poly
Posted on 5/7/2024
Data integration and security platform
Senior, Expert
Remote in USA + 1 more
- TS/SCI FS 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
- 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 (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 disseminated 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 (onsite and virtually) to review service levels, usage metrics and customer environment performance
- Deliver customer onboarding mentorship, enablement planning, administration, and management workshops
Splunk offers a Unified Security and Observability Platform that integrates data from hybrid, multicloud environments to enhance resilience and security through accurate threat detection, rapid investigations, and automated response. The platform provides real-time visibility and troubleshooting, focusing on security and reliability.
Company Stage
M&A
Total Funding
$1.4B
Headquarters
San Francisco, California
Founded
2003
6 month growth
↓ -1%1 year growth
↑ 1%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