TECHNICAL SUCCESS ENGINEER (ONSITE/HYBRID)
Company: Splunk
Location: San Jose
Posted on: September 29, 2024
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Job Description:
DescriptionSplunk is here to build a safer and more resilient
digital world. The world's leading enterprises use our unified
security and observability platform to keep their digital systems
secure and reliable. While customers love our technology, it's our
people that make Splunk stand out as an amazing career destination
and why we've won so many awards as a best place to work. If you
become a Splunker, we want your whole, authentic self, what we call
your million data points. So bring your work experience,
problem-solving skills and talent, of course, but also bring your
joy, your passion and all the things that make you, you.Role
SummaryThe Technical Success Engineer plays a vital role at Splunk
and is responsible for ensuring the technical health of our
customers. This position requires extensive knowledge of Splunk
products to provide mentorship on standard methodologies for Splunk
Cloud and Enterprise deployments. The Technical Success Engineer
also assists customers in their adoption journey by offering
product support, advisory services, and handling critical issues.
By fulfilling these responsibilities, this role helps customers
improve the value of their Splunk investment while ensuring that
their platform is operating efficiently.What you'll get to doAct 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 QualificationsExperience in technical support,
professional services, systems administration/engineering or
related experienceExperience building customer relationships and
handling commercial accounts.Experienced with customer issues,
account/project management, IT Operations, and technical
infrastructure.Familiarity with Splunk-related productsStrong
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 teamOccasional travel may be required.Splunk
Architect Certification achieved within 6 months of startProficient
in EnglishNice-to-have QualificationsWe've taken special care to
separate the must-have qualifications from the nice-to-haves.
"Nice-to-have" means just that: Nice. To. Have. So, don't worry if
you can't check off every box. We're not hiring a list of bullet
points-we're interested in the whole you.BA/BS technical
degreeKnowledge of software development process and technical
environmentsSolid understanding of Splunk Core PlatformOther
industry certifications from AWS, Google, and AzureSplunk is an
Equal Opportunity EmployerAt Splunk, we believe creating a culture
of belonging isn't just the right thing to do; it's also the smart
thing. We prioritize diversity, equity, inclusion, and belonging to
ensure our employees are supported to bring their best, most
authentic selves to work where they can thrive. Qualified
applicants receive consideration for employment without regard to
race, religion, color, national origin, ancestry, sex, gender,
gender identity, gender expression, sexual orientation, marital
status, age, physical or mental disability or medical condition,
genetic information, veteran status, or any other consideration
made unlawful by federal, state, or local laws. We consider
qualified applicants with criminal histories, consistent with legal
requirements.Note:Base Pay RangeCosta RicaBase Pay: CRC
20,000,000.00 - 27,500,000.00 per yearSplunk 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 .Thank you for your interest in Splunk!
Keywords: Splunk, San Jose , TECHNICAL SUCCESS ENGINEER (ONSITE/HYBRID), IT / Software / Systems , San Jose, California
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