Technical Support Engineer

3 weeks ago

Hyderabad, Telangana, India Splunk Inc Full time
Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.Splunk is seeking a Senior Technical Support Engineer to join our global technical support organization offering 24/7 support for our customers around the world. This is a very dynamic role where you will provide technical expertise and excellent customer experience around Splunk's security products and solutions, and participate in ongoing projects around tools, knowledge management, our growing marketplace of solutions, and more. Our team operates on a 7-day global coverage model, and as a result, our support engineers are occasionally asked to work on weekends.

Responsibilities

Provide outstanding service and technical support to Splunk customers and maintain positive customer relationshipsTake ownership of resolving customer problems while ensuring an outstanding customer experienceDevelop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise SecurityTroubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environmentsCreate, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service principles and methodologyReproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developersDrive continuous improvement of tools, processes, and product supportabilityPerform other job-related duties as assigned and participate in special projects

Requirements

Must have:Outstanding interpersonal skills, and excellent communication - both verbal and writtenExperience with UNIX (Linux, NIX), LDAP, Windows, or Mac OSExperience in technical support, system administration, or similar technical role, with a strong preference for experience in an IT security role, such as security analyst, SIEM administrator, or other relevant positionUnderstanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshootingKnowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languagesLogical approach to problem solving with strong troubleshooting skillsExcellent time management skills with the ability to adapt to changing priorities of customer issuesDemonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledgePassionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates

Nice to have:

Prior experience with Splunk and Enterprise Security strongly preferredKnowledge of security industry tools, such as Nessus, Sentinel, and other relevant toolsExposure to AWS (including Amazon EC2 and S3) or Google Cloud PlatformKnowledge of containerized technologies, such as Docker and KubernetesExperience with JSON, REST API, and similar technologiesExperience providing SaaS supportUnderstanding of regular expressions (Regex)Security industry certification (CISSP, CISM, GSEC, CEH, Security+)Experience in Business Analytics is a plus

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