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Technical Support Professional
hace 2 meses
Splunk Inc is a leader in building a safer and more resilient digital world.
The company's unified security and observability platform helps enterprises keep their digital systems secure and reliable.
As a Technical Support Engineer, you will provide enterprise-level support to our customers and partners, resolving technical issues, collaborating with engineering on product issues, and contributing to projects around support tools and knowledge management.
We are seeking an experienced professional to join our team as a Technical Support Professional - Enterprise Solutions Specialist.
About the Role:
- Provide technical software support for enterprise customers, including US Fortune 100 companies.
- Develop a deep understanding of the Splunk product and its various components.
- Solve complex technical issues, identifying root causes and providing solutions or workarounds across different environments.
- Collaborate with the engineering team to resolve product-related issues and contribute to the development of support tools and knowledge management systems.
- Communicate effectively with customers, providing clear and concise guidance on best practices for enhancing their experience with our products and services.
- Maintain accurate documentation and participate in online forums to provide real-time support to Splunk users.
- Assist in reproducing customer issues, filing bug reports when necessary, and raising cases with the engineering team.
Requirements:
- Experience working with UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS systems.
- Familiarity with regular expressions (Regex) and Python scripting.
- Knowledge of Perl and shell scripting, XML, and HTML is a plus.
- Experience in Business Intelligence and ability to shift gears quickly when supporting a dynamic product like Splunk.
- Demonstrated hands-on customer service experience supporting large-scale IT infrastructure.
- Superior written and verbal communication skills, with the ability to articulate complex technical information to customers.
- Able to work in a fast-paced technical environment, handling frequent product releases and maintenance updates.
Education and Salary:
Bachelor's degree in Engineering, Computer Science, or a related field. Estimated salary: $80,000 - $110,000 per year, depending on location and experience.
