Splunk Technical Support Specialist
4 weeks ago
Splunk is seeking a highly skilled Technical Support Engineer to join our global technical support organization. As a key member of our team, you will provide technical product expertise and excellent customer experience around Splunk's core platform.
Responsibilities- Provide outstanding service and technical support to Splunk customers and maintain positive customer relationships.
- Take ownership of resolving customer problems while ensuring an outstanding customer experience.
- Champion our customers throughout the entire support case journey.
- Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our core platform.
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
- Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service (KCS) principles and methodology.
- Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developers.
- Drive continuous improvement of tools, processes, and product supportability.
- Perform other job-related duties as assigned and participate in special projects.
- Outstanding interpersonal skills and excellent communication - both verbal and written.
- Foundational experience with UNIX (Linux, *NIX), LDAP, Windows, or Mac OS.
- Basic understanding of networking concepts (TCP/IP, UDP, DNS, NAT, gateways, etc.).
- Logical approach to problem solving and strong troubleshooting skills.
- Excellent time management skills with the ability to adapt to changing priorities of customer issues.
- Demonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledge.
- Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates.
- Experience in customer facing technical support, system administration role.
- Exposure to cloud technologies such as AWS (including Amazon EC2 and S3), Google Cloud Platform, or Microsoft Azure.
- Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages.
- Familiar with virtualization (VMWare, Hyper-V, KVM, etc.).
- Knowledge of JavaScript, Node.js, Apache, or similar front-end and web technologies.
- Understanding of regular expressions (Regex) and relational databases.
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