Splunk Technical Success Engineer - KSA

Your Impact

This role at Splunk is a key team member responsible for the technical health of our customers. You will bring your product knowledge to advise customers on their platform health, providing advice on Splunk Enterprise and Splunk Cloud architectures and technical guideline 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.

• 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).

• 3+ years’ experience in technical account management, customer success, professional services, systems engineering or related.
• You will come from a very similar Technical Account Customer Success role.
• Experienced with customer escalations, account management and project management.
• Strong verbal and written communication skills with the ability to build technical concepts to non-technical.
• Fluent in Arabic and English.

• Passionately focused on customer service and success.
• Willing to pursue Splunk Architect Certification.
• 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.
• Travel up to 30% may be required.