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Customer Success and Support

Services Consultant (On Demand)

  • - 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 the 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 scores
  • 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 (monolithic and microservices)
  • Statistical and analytical modelling is a plus
  • Solid understanding or recent experience with scripting languages (bash/PowerShell), application development (java, python, .NET), databases and analytical tools
  • Experience working with Terraform, Kubernetes and Docker
  • Understanding of concepts such as SAML, REST, Application Instrumentation and Telemetry.
  • Working knowledge of Linux operating systems
  • Splunk Core focus:
  • Several years of administering and using Splunk
  • Splunk implementation experience
  • Splunk Cloud experience
  • Splunk Admin Certification preferred
  • Cloud Fundamentals Consultant Accreditation
  • Splunk architecture experience
  • Experience with Cloud Migration Projects
  • Strong SPL skills and experience a must
  • Experience working with Splunk IT Service Intelligence or Splunk Enterprise Security

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

 

 

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. 



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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