Senior Technical Success Engineer

at  Splunk

Splunk 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.
This role at Splunk is a critical team member responsible for the technical health of our customers. You will bring your deep product knowledge to advise customers on their platform health, providing advice on Splunk Enterprise and Splunk Cloud architectures and technical best practice to ensure customers remain successful and realise the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support on adoption journey with product support, advisory and management of customer escalations

Responsibilities:

• Act as point of contact for technical health issues and escalation management for enterprise customers across South Africa
• Deliver customer onboarding mentorship, enablement planning, administration and management workshops.
• Provide and lead planning and recommendations for the overall health of a customer’s Splunk environment.
• Overall customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
• Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organisations (technical support, services, sales, product development, product management, and executive leadership teams)
• Proactively analyse customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
• Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
• Work with the relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness
• Assess all cloud overages and leverage services for workload optimisation solutions
• Proactively identify customer environment impacts related to bugs or new release build and lead scheduled maintenance windows and communicate optimally between teams
• Understand, document and communicate the customer’s needs to the Account Team
• Keep the customer advised of key information that may be vital to their success (e.g. product roadmaps, new product releases, customer events, or organisational changes)

Requirements:

• Knowledge of software development process and technical environments
• Experienced with customer escalations, account management and project management
• Passionately focused on customer service and success
• Strong verbal and written communication skills with the ability to build technical concepts to non-technical
• Ability to connect with individual contributors to senior leaders
• Work independently and as part of a team
• Experience with IT operations and technical infrastructure
• Understanding of Splunk Core Platform highly desirable
• Travel up to 30% may be required

Required Tech Experience:

• 5+ years’ experience in technical support, professional services, systems administration/engineering or related
• 5+ years’ experience leading strategic/top accounts in the technology sector
• Willing to pursue Splunk Architect Certification
• Fluent English essential for this role

• Act as point of contact for technical health issues and escalation management for enterprise customers across South Africa
• Deliver customer onboarding mentorship, enablement planning, administration and management workshops.
• Provide and lead planning and recommendations for the overall health of a customer’s Splunk environment.
• Overall customer environments considering cases, critical issues, outages and ongoing projects, and conduct diagnostic health checks as needed.
• Advocate internally for customers to facilitate the resolution of customer issues through coordination of efforts among Splunk’s internal organisations (technical support, services, sales, product development, product management, and executive leadership teams)
• Proactively analyse customer issues and interactions to identify training and additional services needs, engage internal teams for delivery
• Participate in sales QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
• Work with the relevant technical teams to proactively handle customer critical issues and configurations, and recommend customer environment upgrades and add-ons, ensuring upgrade readiness and new feature awareness
• Assess all cloud overages and leverage services for workload optimisation solutions
• Proactively identify customer environment impacts related to bugs or new release build and lead scheduled maintenance windows and communicate optimally between teams
• Understand, document and communicate the customer’s needs to the Account Team
• Keep the customer advised of key information that may be vital to their success (e.g. product roadmaps, new product releases, customer events, or organisational changes