Customer Support Representative helping iClosed users resolve SaaS issues via chat, email, and video. Troubleshooting integrations and improving customer support processes.
About the role
- Customer Success Specialist guiding Splunk customers through technical adoption, health, and optimization. Supporting cybersecurity, observability, and IT operations platforms across Western Canada.
Responsibilities
- Act as a point of contact for technical health issues and partner with escalation management for Public Sector customers
- Oversee Technical Adoption Plan execution and integration across multiple teams
- Integrate adoption plans with broader account strategies and lifecycle motion
- Provide mentorship, planning, and recommendations for customers’ overall technical health
- Proactively handle critical customer issues with relevant teams
- Recommend environment upgrades, add-ons, upgrade readiness, new feature awareness, and maintenance windows
- Analyze customer issues, interactions, and product usage to recommend education and additional services
- Engage internal teams for service delivery
- Assess cloud overages and leverage services for workload optimization
- Participate virtually in QBRs to review service levels, usage metrics, and customer environment performance
Requirements
- 3+ years in technical support, professional services, systems administration/engineering or related experience
- 2+ years of experience building customer relationships and handling commercial accounts
- Strong verbal and written communication skills
- Ability to communicate technical concepts to non-technical audiences ranging from individual contributors to senior leaders
- Ability to work independently and as part of a team
- Occasional travel may be required
- Splunk Architect Certification achieved within year of start
- Knowledge of software development process and technical environments
- Familiarity with Splunk-related products
- Other industry certifications from AWS, Google, and Azure
- BA/BS technical degree preferred
Benefits
- Medical, dental and vision insurance
- 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Cisco restricted stock unit grants may be available
- 10 paid holidays per full calendar year
- 1 floating holiday for non-exempt employees
- Paid birthday day off
- Paid year-end holiday shutdown
- 4 paid personal wellness days
- 16 days of paid vacation for non-exempt employees
- Flexible vacation time off program for exempt employees
- 80 hours of sick time off provided on hire date and each January 1st
- Up to 80 hours of unused sick time carried forward
- Additional paid time away for critical or emergency family issues
- Optional 10 paid volunteer days per full calendar year
- Annual bonuses for non-sales roles, subject to Cisco policies
- Performance-based incentive pay for employees on sales plans
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