Technical Support Engineer

1 month ago

Hyderabad, Telangana, India Splunk Inc Full time

About the Role:

Splunk Inc. is seeking a highly skilled and experienced Senior Technical Support Engineer to join our global technical support organization. As a key member of our team, you will provide expert technical support and guidance to our customers worldwide, ensuring they receive the best possible experience with our security products and solutions.

Key Responsibilities:

  • Provide exceptional technical support and expertise to Splunk customers, responding to their inquiries and resolving complex issues in a timely and professional manner.
  • Develop and maintain in-depth knowledge of Splunk's security products, including Enterprise Security, and related technologies to effectively troubleshoot and resolve customer issues.
  • Collaborate with cross-functional teams, including engineering and product development, to identify and resolve product issues, and to improve overall support processes and tools.
  • Create and maintain high-quality knowledge articles, following Knowledge-Centered Service principles and methodology, to enhance the customer experience and improve support efficiency.
  • Participate in special projects and initiatives to drive continuous improvement and innovation in support processes, tools, and product supportability.

Requirements:

  • Outstanding interpersonal and communication skills, with the ability to articulately explain complex technical concepts to customers and internal stakeholders.
  • Extensive experience in technical support, system administration, or a similar technical role, with a strong preference for experience in IT security, such as security analyst, SIEM administrator, or other relevant position.
  • Strong understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting.
  • Proficiency in scripting languages, such as Python, Perl, and shell scripting, as well as experience with XML, HTML, or other relevant technologies.
  • Demonstrated ability to learn new technologies quickly and remain current with the latest industry knowledge and trends.

Preferred Qualifications:

  • Prior experience with Splunk and Enterprise Security is highly desirable.
  • Knowledge of security industry tools, such as Nessus, Sentinel, and other relevant tools, is a plus.
  • Experience with cloud platforms, such as AWS or Google Cloud, and containerized technologies, such as Docker and Kubernetes, is also desirable.
  • Security industry certifications, such as CISSP, CISM, GSEC, CEH, or Security+, are a strong advantage.

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