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.

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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.

Responsibilities

Qualifications

Benefits & Compensation

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