The Technical Success Engineer 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 guidance on Splunk Enterprise and Splunk Cloud architectures and technical best practices to ensure customers remain successful and realize the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support our customers on their 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 guidance, enablement planning, administration and management workshops.

　　Provide guidance, planning and recommendations for the overall technical health of a customer's Splunk environment.

　　Monitor the overall health of 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 analyze 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 escalations 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 track scheduled maintenance windows and communicate effectively between teams

　　Understand, document and communicate the customer’s needs to the Account Team

　　Keep the customer informed of key information that may be critical 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 communicate technical concepts to non-technical audiences

　　Ability to communicate effectively with individual contributors to senior leaders

　　Work independently and as part of a team

　　Experience with IT operations and technical infrastructure

　　Working knowledge 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 managing strategic/top accounts in the technology sector

　　5+ years’ experience in enterprise customer facing role

　　Project management experience

　　Fluent in German & English, both written & spoken / French would be beneficial

　　BA/BS technical degree, or equivalent work experience

　　Working knowledge of Splunk Core platform

　　Willing to pursue Splunk Architect Certification

　　Familiarity with all Splunk related products (preferred)

　　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.

　　Note:

　　Base Pay Range

　　Austria

　　Base Pay: EUR 69,600.00 - 95,700.00 per year

　　Splunk 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 https://splunkbenefits.com .