Customer Success and Support

- Hybrid Remote

役割概要

テクニカル・サクセス・エンジニアは、Splunkをご利用していただいているお客様に対し、Splunkサービスの安定的かつ効率的なご利用を促進するために、Splunkクラウドおよびエンタープライズ利用に関するベストプラクティスの提供、技術的支援を行います。

また、製品サポート、運用に関するアドバイザリーサービスの提供、および重要な技術問題の処理を通じて、お客様のSplunk製品の活用を支援します。これらの責任を果たすことで、お客様がSplunkへの投資の価値を向上させるとともに、プラットフォームが効率的に動作していることを確認します。

主な業務内容

・カスタマーサクセス部門のメンバーとしてエンタープライズ顧客の技術的健全性に関する問題の連絡窓口として機能し、エスカレーション管理チームと連携します。

・顧客の全体的な技術的健全性についての技術指導、計画、および推奨を提供します。

・ケース、緊急の問題、障害、進行中のプロジェクト、可能性のあるバグ、および健全性のチェックを通じて顧客環境の全体的な健全性を監視します。

・お客様の技術的問題の解決をするためにSplunkの内部組織（技術サポート、サービス、営業、製品開発/管理、およびエグゼクティブリーダーシップ）との調整を行います。

・関連するチームと連携して、顧客の重要な問題を積極的に対処し、環境のアップグレードやアドオンの推奨、アップグレードの準備状況、新機能の認識、およびメンテナンスウィンドウを推奨します。

・顧客のニーズを詳細に把握し、明確にアカウントチームメンバーやSplunkリーダーシップに伝達できるようにします。

・顧客の成功に不可欠な重要な情報（製品のロードマップ、新製品のリリース、特別な顧客イベント、または組織の変更など）を提供します。

・顧客の問題、インタラクション、製品の使用状況を積極的に分析し、必要な教育や追加サービスを推奨します。

・クラウドの利用状況を評価し、ワークロードの最適化に適切なサービスを活用します。

・顧客とのCBR（カスタマービジネスレビュー）に参加し、サービスレベル、使用メトリクス、および顧客環境のパフォーマンスをレビューします。

・顧客のオンボーディング支援、イネーブルメント計画、利用者/管理者向けワークショップを提供します。

必須条件

・5年以上の技術サポート、プロフェッショナルサービス、システム管理/エンジニアリング、または関連する技術経験

・顧客関係の構築とエンタープライズアカウントマネジメント経験

・顧客の問題、アカウント/プロジェクト管理、ITオペレーション、および技術インフラストラクチャーに精通していること

・非技術者向けに技術的な概念を伝える能力を持つ強力な口頭および書面でのコミュニケーションスキル（個々の貢献者からシニアリーダーまでの幅広い対象者に）

・自立性とチームワークスキル

望ましい条件 (Good to have)

Splunkの知識、ご利用経験

サイバーセキュリティまたは可観測性製品の知識

セキュリティコンサルタントまたはITコンサルタントとしての経験

AWS、Google、およびAzureからのその他の業界認証

英語コミュニケーションの中級レベルの能力（ビジネスレベルは必要ありません）

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.

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Splunk's Hiring Practices

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^{We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. 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. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Equal Employment Opportunity Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.}

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Splunk is committed to the health and safety of our employees and customers. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

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