Technical Support Engineer

hace 6 meses

San José, Costa Rica Splunk A tiempo completo

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.

**Role Summary**:
Splunk is seeking a Technical Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, fix and resolve customer problems, collaborate with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, and our growing marketplace of solutions.

**Responsibilities**:

- Provide technical software support for enterprise customers including the US fortune 100 companies.
- Develop a deep understanding of the Splunk product.
- Solve technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
- Provide documentation content and participate in online forum support for real-time questions from Splunk users.
- Reproduce customer issues and if necessary file bug reports, raise cases to engineering, and provide necessary documentation.
- Provide best practices to enhance customer experience with our products and services.

**Requirements**:

- Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS.
- Understanding of regular expressions (Regex) and Python scripting.
- Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML.
- Experience in Business Intelligence a plus.
- Be able to isolate problems between hardware and software and provide information to appropriate development team(s).
- Demonstrated hands on customer service experience supporting US Fortune 100 companies.
- The ability to shift gears and focus is essential when supporting a product like Splunk.
- Solid knowledge of networking concepts.
- Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution.
- Superior written and verbal communication skills are a must.
- Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates.
- Experience in technical support, system administration, or similar technical role.
- Excellent English communication skills and the ability to articulate complex technical information to customers.
- Flexibility to be scheduled for specific coverage during the day shifts.
- Experience in Business Intelligence and any other languages such as Spanish is a huge plus (but not required).

**Education**:
Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience.

**Splunk is an Equal Opportunity Employer**:
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

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