Splunk Technical Operations Specialist

hace 13 horas


San José, San José, Costa Rica Splunk Inc A tiempo completo

Splunk Inc is a leader in the unified security and observability platform space, enabling businesses to build a safer and more resilient digital world. This role plays a vital part in ensuring the technical health of our customers by providing mentorship on standard methodologies for Splunk Cloud and Enterprise deployments.

Key Responsibilities
  • Act as a point of contact for technical health issues and partner with escalation management for commercial customers.
  • Provide guidance, 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 relayed 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 virtually to review service levels, usage metrics and customer environment performance.
  • Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.
Requirements
  • Experience in technical support, professional services, systems administration/engineering or related experience.
  • Experience building customer relationships and handling commercial accounts.
  • Experienced with customer issues, account/project management, IT Operations, and technical infrastructure.
  • Familiarity with Splunk-related products.
  • 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.
  • Occasional travel may be required.
  • Splunk Architect Certification achieved within 6 months of start.
  • Proficient in English.


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