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About the Role
The Customer Experience team helps customers succeed with their Splunk investment by ensuring technical health, performance, and adoption. This collaborative, customer-focused team combines platform expertise with relationship management skills to solve complex technical challenges and act as a trusted advisor.
Responsibilities
- Advise customers on the technical health of their Splunk Enterprise and Splunk Cloud environments.
- Deliver onboarding guidance, enablement planning, and customer workshops.
- Monitor customer environment health by reviewing cases, outages, critical issues, and ongoing projects.
- Conduct diagnostic health checks.
- Partner with internal teams to manage escalations, recommend upgrades, and support workload optimization.
- Inform customers about product changes, maintenance windows, and new feature availability.
- Contribute to stronger customer relationships by translating customer needs into actionable insights.
- Advocate internally to drive effective issue resolution.
- Participate in sales QBRs with customers to review service levels, usage metrics, and performance.
Requirements
- 3+ years of experience in technical support, technical account management, professional services, systems administration, systems engineering, or a related field.
- 3+ years of experience in an enterprise customer-facing role.
- Working knowledge of the Splunk Core Platform.
- Experience with customer escalations, account management, and project coordination.
- Experience with IT operations and technical infrastructure.
Skills
- Splunk Core Platform
- Customer escalations
- Account management
- Project coordination
- IT operations
- Technical infrastructure
- Splunk Architect Certification (or willingness to obtain)
- Splunk-related products beyond the Core Platform
- Strong verbal and written communication
- Explaining technical concepts to non-technical audiences
- Working effectively with stakeholders across all levels
- Customer service mindset
- Proactive and solutions-oriented approach
Work Type
- 20-30% travel required
Experience Level
- 3+ years
Education Level
- Splunk Architect Certification (or willingness to obtain within 3–6 months)
About the Company
- Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era.
- Innovating fearlessly for 40 years to create solutions that power how humans and technology work together.
- Solutions provide unparalleled security, visibility, and insights across the entire digital footprint.
- Opportunities to grow and build are limitless.
- Work as a team, collaborating with empathy to make really big things happen on a global scale.