Senior Technical Success Engineer

2 weeks ago

Johannesburg, Gauteng, South Africa Splunk Inc Full time
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 escalationsResponsibilities:Act as point of contact for technical health issues and escalation management for enterprise customers across South AfricaDeliver 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 deliveryParticipate 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 awarenessAssess all cloud overages and leverage services for workload optimisation solutionsProactively identify customer environment impacts related to bugs or new release build and lead scheduled maintenance windows and communicate optimally between teamsUnderstand, document and communicate the customer's needs to the Account TeamKeep 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 environmentsExperienced with customer escalations, account management and project managementPassionately focused on customer service and successStrong verbal and written communication skills with the ability to build technical concepts to non-technicalAbility to connect with individual contributors to senior leadersWork independently and as part of a teamExperience with IT operations and technical infrastructureUnderstanding of Splunk Core Platform highly desirableTravel up to 30% may be required

Required Tech Experience:

5+ years' experience in technical support, professional services, systems administration/engineering or related5+ years' experience leading strategic/top accounts in the technology sectorWilling to pursue Splunk Architect CertificationFluent English essential for this role

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