Senior Technical Success Engineer - 29011

Splunk Inc; Wien; Vor Ort; EUR 50 000 - 80 000; Vollzeit

Zusammenfassung

Splunk is looking for a Senior Technical Success Engineer in Vienna. This role involves ensuring the technical health of customers by providing strategic support and guidance on Splunk solutions. You will engage with clients, manage escalations, and drive customer success through effective communication and problem-solving. A strong emphasis is placed on technical expertise, particularly concerning the Splunk Core Platform.

Qualifikationen

• 5+ years’ experience in technical support or related field.
• Experience managing strategic accounts in technology.
• Strong verbal and written communication skills.

Aufgaben

• Act as point of contact for technical health issues.
• Deliver customer onboarding guidance and management workshops.
• Advocate for customers to facilitate issue resolution.

Kenntnisse

Communication

Customer Service

Technical Support

Project Management

Ausbildung

BA/BS technical degree

Tools

Splunk Core Platform

Jobbeschreibung

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Senior Technical Success Engineer - 29011, Vienna

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Client:

Splunk Inc

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b907d00574a3

Job Views:

4

Posted:

19.06.2025

Expiry Date:

03.08.2025

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Job Description:

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
• 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)