Customer Success and Support

Technical Support Account Manager

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!

Our Splunk Family in Australia/ New Zealand are a results driven and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have an excellent team culture with weekly team breakfasts, cocktail hour Fridays, end of quarter celebrations, volunteering activities and a culture based on respect, transparency and always doing the right thing!

The Technical Support Account Manager (TSAM) role at Splunk promotes Customer Success by partnering with both internal and external teams to ensure the successful delivery of Splunk services and products and drive resolution of issues.

What will I be doing?

  • You will know and understand the customer environment and business objectives
  • Act as the primary technical point of contact for customer concerns
  • Develop, maintain and present comprehensive case status reports both internally and externally to customers in a regularly scheduled meeting
  • Take responsibility for driving through the implementation and resolution of all customer cases and remain on top customer issues
  • Consult with the customer on how to optimise the use of their environment
  • Proactively identify technical risks and bottlenecks
  • Assist customers in upgrade planning and embedding change
  • Ensures customer is aware of and follows proven technical standards
  • Facilitation and crafting of technical resources

That sounds great - what experience do I need?

  • If you have Splunk experience, this is strongly preferred
  • Strong customer service orientation
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Ability to present ideas in a business and user-friendly language
  • Ability to build relationships and influence Senior Leadership
  • Ability to have difficult conversations with multiple levels within the organization
  • Knowledge of software development life cycle
  • Account management, consultation, project management, critical issue management and/or technical support experience

What formal qualifications are required?

  • Bachelor's degree in Computer Science, MIS/CIS (or equivalent)

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

 
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.

Individuals seeking employment at Splunk are considered without regards 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 (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement.

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. 
 
For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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.

To check on your application click here.
 
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