Technical Software Support Expert for Large Enterprises
hace 7 días
Why Work at Splunk? At Splunk Inc, we're passionate about creating a culture that values diversity, equity, and inclusion. We believe that our people are what make us exceptional, and we're committed to empowering them to reach their full potential. As a Technical Support Engineer, you'll have the opportunity to work with a talented team of professionals who share your passion for innovation and customer satisfaction.
Job Details: We're seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you'll be responsible for providing technical assistance, fixing and resolving customer problems, collaborating with engineering on various product issues, and contributing to projects revolving around support tools, knowledge management, and our growing marketplace of solutions.
- Main Responsibilities:
- Provide technical software support for enterprise customers, including the US Fortune 100 companies.
- Develop a deep understanding of the Splunk product and its capabilities.
- Solve complex 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 UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS.
- Understanding of regular expressions (Regex) and Python scripting.
- Knowledge in Perl and shell scripting, XML, HTML is a plus.
- Experience in Business Intelligence and any other languages such as Spanish is a huge plus.
- 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.
- 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.
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