As a Customer Experience Customer Success Technical Leader, 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 will be a Splunk expert and adept at understanding, adapting, and guiding our account teams and customers on how to best use our Platform.
Responsibilities
* Highly skilled and aligned to Splunk Security license products, such as Enterprise Security (ES), security applications like Splunk User Behavior Analytics (UBA), and/or SOAR (Security Orchestration, Automation, and Response).
* Aligned to a specific Area to strategically support the Customer Success Executive, Technical Success Engineer, Solution Engineer, and Solution Architect motions.
* Develop strong partnership with Sales/Customer Success roles to assist area‐aligned customers with Value Realization.
* Onboarding & Enablement – deliver workshops, prescriptive guidance/assistance, and achieve onboarding milestones.
* Health Review & Remediation – audit usage, indexes, data models, assets/identities, dashboards, correlation searches, notable events, frameworks, etc., and remediate identified issues.
* Security Use Case Activation – plan and develop detections/analytics (e.g., identify MITRE ATT&CK coverage gaps, integrate/normalize data, drive CIM compliance, write custom SPL, etc.).
* Feature/Framework/Product Activation (e.g., Risk‐Based Alerting, Threat Intel, Threat Hunt, UBA/UEBA, SOAR/Automation, etc.).
* Proactively engage Customer Success Executives and Solution Architects on security‐related adoption/use‐case work opportunities.
* Proactively engage Technical Success Engineers on health‐related work opportunities related to Security products.
* Scope the level of effort and develop a technical action plan to address the technical situation based on your assessment.
* Proactively engage area‐aligned CS/SE Management to ensure priority focus alignment and address risk accounts/area themes.
* Provide strategic, case‐based delivery, up to 90days of assistance, requested by internal area‐aligned account teams or management.
* Provide customers with high‐quality technical advice on enterprise‐level architecture, implementation, configuration, and optimization in complex environments for Splunk Enterprise Security, UBA/UEBA, and/or SOAR.
* Deliver strategic, case‐based technical consulting (up to 90days).
* Collaborate with internal resources and customer‐facing teams to manage customer needs.
* Conduct research from various resources with the ability to consistently find answers to questions and solve complex technical problems.
* Execute consultative conversations with decision makers to diagnose and establish the potential value of solving business issues, change or expand existing solution requirements based on discovery/assessment, and provide broader recommendations to help customers accelerate their product initiatives, optimize cost, and maximize performance.
* Gain agreement with account team members and customer decision‐makers on the tangible value of proposed solutions.
* Deliver customer onboarding enablement‐based workshops and achieve success milestones.
Minimum Qualifications
* Deep technical knowledge of Splunk Enterprise Security (ES) configuration, administration, and development, including expertise in Assets and Identities, Threat Intelligence, Notable Events, Adaptive Response, and risk‐based analytics.
* Data‐management experience with integrating and normalizing data from diverse sources, understanding the Common Information Model (CIM) and experience with data onboarding, including forwarding architecture and technical add‐ons.
* Strong command of Search Processing Language (SPL); experience developing and optimizing correlation and risk‐based alerting rules.
Preferred Qualifications
* Expertise in UBA/UEBA and/or SOAR.
* Solid foundation in security operations, forensics, threat hunting, insider threats, and compliance.
* Familiarity with NIST CSF, CIS, HIPAA, PCIDSS industry‐standard security frameworks.
* Industry‐standard security certifications such as GIAC, CISSP, OSCP or equivalent.
* Understanding of enterprise architecture across on‐premise and cloud environments (AWS, Azure, GCP).
* Splunk certifications/accreditations: ES Implementation Accreditation and/or SOAR consultant I & II.
Soft Skills
* Trusted technical advisor with ability to manage assigned tickets and area‐aligned priorities.
* Engages in "out‐of‐the‐box" thinking to resolve problems.
* Relationship management – establish technical credibility with a wide range of internal and customer contacts.
* Conflict resolution – ability to engage in escalation management.
* Influencing/negotiating – ability to influence peers, leadership, and customers.
* Ability to manage highly complex/distributed IT environments and/or accounts that demand negotiation and conflict‐resolution abilities.
* Problem/need identification – demonstrates deep comprehension of area management, account team and/or customer's business strategy, objectives, success criteria, and training needs; analyzes trends to predict changes that may impact customer's long‐term business goals.
* Mentor/Team Player – possess ability to take on mentorship roles identified by management team.
* Identify, define, and lead priorities to improve to help the team reach its goals.
* Excellent written and oral communication skills; active listening and objective consideration of others' opinions.
* Strong customer‐facing skills to instill confidence and guide toward resolution.
* Ability to balance multiple account teams, customers, and competing priorities effectively.
#J-18808-Ljbffr