Technical Support Engineer

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 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.
**What you'll get to do**:

- 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
- Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise Security
- 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 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

**Must-have Qualifications**:

- Outstanding interpersonal skills, and excellent communication - both verbal and written
- Experience with Enterprise Security
- Experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS
- Experience 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 position
- Understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting
- Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
- Logical approach to problem solving with 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

**Nice-to-have Qualifications**:

- Prior experience with Splunk
- Knowledge of security industry tools, such as Nessus, Sentinel, and other relevant tools
- Exposure to AWS (including Amazon EC2 and S3) or Google Cloud Platform
- Knowledge of containerized technologies, such as Docker and Kubernetes
- Experience with JSON, REST API, and similar technologies
- Experience providing SaaS support
- Understanding of regular expressions (Regex)
- Security industry certification (CISSP, CISM, GSEC, CEH, Security+)
- Experience in Business Analytics is a plus

**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.
Note:
**Base Pay Range**

Costa Rica

Base Pay: CRC 20,000,000.00 - 27,500,000.00 per year