Senior Technical Success Engineer

1 week ago

Kraków, Lesser Poland, Czech Republic Splunk Services Sp. z o.o. Full time
Job Summary

The Technical Success Engineer plays a vital role at Splunk Services Sp. z o.o. and is responsible for ensuring the technical health of our customers. This position requires extensive knowledge of Splunk products to provide guidance 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.

Splunk Services Sp. z o.o. is an Equal Opportunity Employer

At Splunk Services Sp. z o.o., 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.

Key Responsibilities

Act 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.

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