Senior Technical Support Specialist

hace 2 semanas


San José, San José, Costa Rica Splunk Inc A tiempo completo
About the Role

Splunk is seeking a skilled Senior Technical Support Specialist to join our global technical support organization, dedicated to providing 24/7 support for our customers worldwide. As a critical member of our team, you will play a crucial role in delivering exceptional technical expertise and customer experience around Splunk's security products and solutions.


Key Responsibilities

  1. Provide in-depth technical support and guidance to Splunk customers, ensuring their seamless experience with our security products and solutions.
  2. Collaborate with cross-functional teams to identify and resolve complex technical issues, escalating when necessary to ensure timely resolution.
  3. Develop and maintain a deep understanding of Splunk products, including Enterprise Security, and related technologies to provide expert-level support.
  4. Analyze and troubleshoot technical issues, identifying root causes and implementing effective solutions or workarounds.
  5. Contribute to the development of knowledge articles and case management workflow, adhering to Knowledge-Centered Service principles and methodologies.
  6. Represent the voice of the customer, communicating technical issues and feedback to product developers, and collaborating on the development of solutions.
  7. Drive continuous improvement of tools, processes, and product supportability, ensuring alignment with industry standards and best practices.


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