Customer Success and Support

San José, Costa Rica

- Hybrid Remote

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Role:

Are you looking to make an impact? The work you’ll do will directly impact the adoption and optimization of the Splunk platform for some of our most important customers. We bring standard methodologies and strategic technical guidance out to the world to make people happier with our software, and just as importantly, we bring the world's needs and wants back to Splunk to make our software better. And we get the chance to see firsthand the phenomenal things that our customers do with Splunk and adapt our best practices to include the things that are most impactful.

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 tackle organizations’ most challenging problems, including the ones they didn't know existed. Splunkers are self-motivated and have an insatiable thirst to learn disruptive technologies and thrive in a rapidly changing environment. As a successful Splunk On-Demand Consultant you will be 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 discipline 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 and Splunk Best Practices
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

Exceptional execution of practice key performance indicators and contributions such as:

Scaling through productivity
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
Formal and Ad Hoc internal training sessions
Cross-functional relationship and knowledge sharing

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, process-oriented skills for troubleshooting, 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

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.

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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.}

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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.

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