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