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.

　　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 organizations (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 optimization 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 organizational 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 Technical and Professional Expertise

　　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 and Hebrew essential for this role

　　Splunk is an Equal Opportunity Employer

　　At 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.