Customer Experience Customer Success Technical Leader

Required skills

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 normalising data from diverse sources. Understanding of 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. Seniority: Technical Success Engineer, Solution Engineer, Solution Architect. Domain: Cybersecurity operations, forensics, threat hunting, insider threats, compliance. Technologies: Splunk Enterprise Security (ES), Splunk User Behavior Analytics (UBA), SOAR (Security Orchestration, Automation, and Response), Common Information Model (CIM), Search Processing Language (SPL), MITRE ATT&CK, NIST CSF, CIS, HIPAA, PCI DSS, AWS, Azure, GCP. Responsibilities: Onboarding & Enablement, Health Review & Remediation, Security Use Case Activation, Feature/Framework/Product Activation, Proactively engaging Customer Success Executives and Solution Architects on Security-related adoption/use case work opportunity, Proactively engaging Technical Success Engineers on health-related work opportunity related to Security products, Scoping the level of effort and developing 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, Strategic case-based delivery, up to 90 days of assistance, which is requested by internal Area aligned account teams or management. This typically involves providing customers with high-quality technical advice on Enterprise level architecture, implementation, configuration and optimization work in complex environments for Splunk Enterprise Security, UBA/UEBA, and/or SOAR. Deliver strategic, case-based technical consulting (up to 90 days). 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 your discovery/assessment, and provide broader based 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. Contribute to practice KPIs through process and collateral improvements, tool development, and implementation.