Splunk Technical Support Specialist
hace 2 días
Splunk is committed to building a safer and more resilient digital world.
The company's unified security and observability platform helps leading enterprises keep their digital systems secure and reliable.
While customers appreciate the technology, it's the people at Splunk that make the company stand out as an amazing career destination.
We've won numerous awards as a best place to work, and we want every employee to feel valued and supported in their role.
About the Role:
Splunk is seeking a Technical Support Engineer to provide enterprise-level support to our customers and partners.
This is a 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.
Main Responsibilities:
- Provide technical software support for enterprise customers, including 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 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 is 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.
Education:
Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience.
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