Title: Splunk Customer Success Engineer - KSA

Cisco Systems, Inc.; Riyadh; On-site; SAR 120,000 - 150,000; Full time

Benefits offered by this job

Healthcare and Insurance

Employee Stock Purchase program

Flexible Spending Benefit

Flex and Schooling Allowances

Job summary

Cisco Systems, Inc. is seeking a Technical Success Engineer for their Splunk team in Riyadh, Saudi Arabia. This role focuses on ensuring the technical health and success of customers by delivering onboarding mentorship and managing customer escalations. Key qualifications include 3+ years in technical account management with strong communication skills in Arabic and English. The position offers a hybrid work environment, full-time hours, and various benefits such as healthcare and an Employee Stock Purchase program.

Qualifications

• 3+ years’ experience in technical account management, customer success, or related fields.
• Strong verbal and written communication skills to build technical concepts for non-technical audiences.
• Experience with customer escalations and account management.

Responsibilities

• Deliver customer onboarding mentorship and management workshops.
• Provide planning and recommendations for customer Splunk environments.
• Engage with customers to resolve issues and optimise solutions.

Skills

Technical account management

Customer success

Project management

Communication skills

Fluent in Arabic and English

Job description

Meet the Team

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Come help organizations be their best, while you reach new heights with a team that has your back.

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 guidelines to ensure customers remain successful and realise the full value of their investment in Splunk. As a Splunk Technical Success Engineer, you will support the adoption journey with product support, advisory and management of customer escalations.

What You'll do:

• 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).

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Job Details

Hybrid full time. Hours of work: 48 hours per week.

Benefits

• Healthcare and Insurance
• Employee Stock Purchase program
• Flexible Spending Benefit
• Flex and Schooling Allowances and many more.