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Customer Success and Support

On Demand Consultant

  • - Hybrid Remote
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

Role:

As an On-Demand Consultant you are passionate about customers and will fuel solutions to ensure every customer request makes the deepest impact possible for our customers and share the best-of-the-best with the team. You'll address organizations’ most challenging problems, including the ones they didn't know existed. Splunkers are self-motivated and have a steadfast thirst to learn exciting technologies and thrive in a constantly evolving environment. You will be a Splunk expert and adept at understanding, adapting, and guiding our customers on how to best use our Platform. Are you up for the challenge?

Responsibilities:

Strategic Case-based delivery for On-Demand which includes providing customers high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for area of field including:
  • Splunk Core/Cloud
  • Enterprise Security/UBA
  • SOAR/Phantom
  • ITOps, DevOps
Daily focus on assigned On-Demand requests that are submitted to ensure satisfactory completion. Key elements include:
  • Customer alignment on requirements with each request
  • Deliver outstanding outcomes, based on customer requirements
  • Documentation of activities and outcomes for each request
  • Outstanding customer satisfaction survey scoring
Partner with appropriate internal resources and customer facing teams, to actively manage customers and their respective needs and drive continued use of the On-Demand service. Key activities include:
  • Satisfactory completion of existing cases
  • Recommendation for continuation cases to continue deeper level work on related topics
  • Advise on new/next cases required to drive continued optimization and adoption
Outstanding execution of practice key performance indicators and contributions such as:
  • Process creation and process improvements
  • Collateral creation or improvements
  • Tools development and implementation
  • All-in on Adoption
  • Drive high CSAT score
  • Identify and capture customer success stories
  • Drive product upsell and expansion
  • Team growth
  • Mentor / mentee program

Requirements:

Technical Skills
  • Solid experience in technical consulting or big-data analytics
  • Demonstrable understanding of common enterprise applications
  • Statistical and analytical modeling is a plus
  • Working knowledge or recent experience with scripting languages (bash), application development (java, python, .NET), databases and analytical tools

Splunk Core focus:

  • Several years of administering and using Splunk
  • Splunk implementation experience
  • Splunk Cloud experience
  • Cloud Fundamentals Consultant Accreditation
  • Splunk architecture experience
  • Experience with Cloud Migration Projects
  • Strong SPL skills and experience a must

Soft Skills:

  • Ability to act as the trusted technical advisor to customers for assigned tickets within the bounds of the On-Demand Service
  • Outstanding written and oral communication skills a must
  • Listen objectively to others' opinions and ideas applying active listening skills
  • Strong customer facing soft skills – must instill confidence and provide guidance towards resolution with high customer satisfaction
  • Highly developed skills for problem solving, and problem resolution
  • Ability to balance multiple customers and competing priorities

Location and Travel

  • This is a remote position
  • Travel will be limited to internal Splunk business
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.

 

Note:

Base Pay Range

Costa Rica

Base Pay: CRC 32,000,000.00 - 44,000,000.00 per year

Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.



Splunk's Hiring Practices
Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

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.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

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.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

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