Splunk Technical Support Specialist

hace 1 semana


San José, San José, Costa Rica Splunk Inc A tiempo completo

About Us: At Splunk Inc, we're dedicated to building a safer and more resilient digital world. Our unified security and observability platform is trusted by the world's leading enterprises to keep their digital systems secure and reliable. With a passion for innovation and a commitment to excellence, we strive to create an amazing career destination that values diversity, equity, and inclusion.

Job Summary: We're seeking a highly skilled Technical Support Engineer to provide enterprise-level support to our customers and partners. As a member of our team, 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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