Technical Success Engineer

Customer Success and SupportHybrid Remote, Tokyo, Japan Tokyo, Japan


Description

Role Summary

The Technical Success Engineer plays a vital role at Splunk and is responsible for ensuring the technical health of our customers. This position requires extensive knowledge of Splunk products to provide guidance on best practices for Splunk Cloud and Enterprise deployments. Technical Success Engineers 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.

What you'll get to do

  • Act as a point of contact for technical health issues and partner with the escalation management team for Enterprise 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 disseminated 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 (onsite and virtually) to review service levels, usage metrics and customer environment performance.
  • Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.

Must-have Qualifications

  • 5+ years’ experience in technical support, professional services, systems administration/engineering or related experience
  • 5+ years experience building customer relationships and handling Enterprise accounts.
  • Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.
  • Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders.
  • Work independently and as part of a team

Nice-to-have Qualifications

  • BA/BS technical degree
  • Knowledge of cyber security or observability products
  • Experience as a security consultant or IT consultant
  • Other industry certifications from AWS, Google, and Azure
  • Intermediate Proficiency in English communication (not required Business level)
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.

Thank you for your interest in Splunk!