Splunk Customer Success Engineer📣 إعلان

About the Role

Cisco, through its Splunk division, is seeking a Splunk Customer Success Engineer to join its team in Riyadh, Saudi Arabia. This full-time role is integral to supporting customers in leveraging Splunk's unified security and observability platform, which is designed for hybrid, multi-cloud environments.

Role Purpose

The Splunk Customer Success Engineer is a key team member responsible for the technical health of customers. This position involves applying product knowledge to advise customers on their platform health, providing guidance on Splunk Enterprise and Splunk Cloud architectures, and offering technical guidelines. The goal is to ensure customers remain successful, realize the full value of their investment in Splunk, and support their adoption journey through product support, advisory services, and management of customer escalations.

Key Responsibilities

• 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.
• Oversee 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, engaging 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 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 builds and lead scheduled maintenance windows, communicating effectively 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 (*, product roadmaps, new product releases, customer events, or organizational changes).

Minimum Qualifications

• 3+ years of experience in technical account management, customer success, professional services, systems engineering, or related fields.
• Experience with customer escalations, account management, and project management.
• Strong verbal and written communication skills with the ability to convey technical concepts to non-technical audiences.

Preferred Qualifications

• Demonstrated focus on customer service and success.
• Willingness to pursue Splunk Architect Certification.
• Ability to connect with individual contributors to senior leaders.
• Ability to work independently and as part of a team.
• Experience with IT operations and technical infrastructure.
• Understanding of the Splunk Core Platform.
• Ability to travel up to 30% may be required.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia, contributing to a team dedicated to building a safer and more resilient digital world for leading enterprises.