Technical Success Engineer, Public Sector - REQUIRED: TS/SCI CI Poly
Department: HireMilitary Jobs
Employment Type: Permanent
Location: DC - Washington
Compensation: $118,800 - $163,350 / year
Description
We are recruiting a Technical Success Engineer on behalf of our client, a software company, to assists customers in their adoption journey by offering product support, advisory services, and handling critical issues in Washington D.C.
** Note from HireMilitary ** Before submitting your resume, ensure you have aligned your resume with the job description to identify you as a competitive candidate for the role. Use our Quick Start Guide to Writing a Targeted Resume to assist.

Responsibilities

• Act as a point of contact for technical health issues and partner with the escalation management team for Public Sector customers.
• Provide mentorship, planning, and recommendations for a customer's overall technical health.
• Supervise the overall health of customer environments, which include cases, urgent issues, outages, ongoing projects, possible bugs, and performance of diagnostic health checks as needed.
• Advocate internally for customers to facilitate the resolution of issues through coordination of the client's internal organizations (technical support, services, sales, product development/management, and executive leadership)
• Work with relevant teams to proactively handle customers' critical issues, recommend environment upgrades or add-ons, upgrade readiness, new feature awareness, and maintenance windows.
• Be able to detail, communicate, and understand customer needs, so they can be clearly disseminated to fellow account team members and the client's leadership.
• Keep the customer advised of key information that may be essential to their success (e.g. product roadmaps, new product releases, special customer events, or organizational changes)
• Proactively analyze customer issues, interactions, and product usage to recommend education and additional services needed then engage with internal teams for delivery.
• Assess cloud overages and leverage appropriate services for workload optimization.
• Participate in QBRs with customers (onsite and virtually) to review service levels, usage metrics and customer environment performance.
• Deliver customer onboarding mentorship, enablement planning, administration, and management workshops.

Qualifications

• MUST have an Active TS/SCI CI POLY security clearance to be eligible for this role
• 5 years' experience in technical support, professional services, systems administration/engineering or related experience
• 5 years experience building customer relationships and handling Public Sector accounts.
• Experienced with customer issues, account/project management, IT Operations, and technical infrastructure
• Strong knowledge of Splunk products
• Strong verbal and written communication skills with the ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders
• Work independently and as part of a team
• Proficient in English
• BA/BS technical degree (preferred)
• Knowledge of software development process and technical environments (preferred)
• Solid understanding of Splunk Core Platform (preferred)
• Other industry certifications from AWS, Google, and Azure (preferred)

Benefits & Compensation
Annual Salary starts at $118,800
In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Comprehensive Benefits Package includes:

• Medical
• Dental
• Vision
• 401(k) plan and match
• Paid time off
• Plus more...

EEO is the Law. Applicants can learn more about Tenova LLC/HireMilitary's status as an equal opportunity employer by viewing the federal EEO is the Law poster.