Splunk Customer Success Engineer📣 Job Ad

About the Role

Cisco Saudi Arabia is seeking a Splunk Customer Success Engineer to join its team in Riyadh. This full-time role is integral to supporting customers in a hybrid, multi-cloud environment, leveraging Splunk's unified security and observability platform. The primary objective is to ensure the technical health and success of customers, guiding them through their adoption journey and maximizing their investment in Splunk solutions.

Key Responsibilities

• Deliver customer onboarding guidance, enablement planning, administration, and management workshops.
• Provide and lead planning and recommendations for the overall health of customer Splunk environments.
• 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 issues through coordination with Splunk’s internal organizations, including 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 Quarterly Business Reviews (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, recommend environment upgrades and add-ons, and ensure 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, lead scheduled maintenance windows, and ensure effective communication between teams.
• Understand, document, and communicate the customer’s needs to the Account Team.
• Keep the customer informed of key information vital to their success, such as 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.
• Demonstrated experience with customer escalations, account management, and project management.
• Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical audiences.
• Fluency in both Arabic and English.

Preferred Skills and Attributes

• A strong focus on customer service and success.
• Willingness to pursue Splunk Architect Certification.
• Ability to connect effectively with individuals from contributors to senior leaders.
• Capability to work both independently and as part of a team.
• Experience with IT operations and technical infrastructure.
• Understanding of the Splunk Core Platform.

Work Location and Travel

This full-time position is based in Riyadh, Saudi Arabia. The role may require travel up to 30% to support customer engagements and business needs.

Application Information

Candidates who meet the specified qualifications and are interested in contributing to customer success in a dynamic technical environment are encouraged to apply.