Senior Support Engineer for Security Solutions

hace 2 meses


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

Company Overview

Splunk is dedicated to creating a safer and more resilient digital landscape. Our unified security and observability platform is utilized by leading enterprises globally to ensure the security and reliability of their digital systems. While our technology is highly regarded, it is our people who truly make Splunk an exceptional place to work, contributing to our recognition as a top employer.

Role Overview

We are looking for a Senior Technical Support Engineer to become a vital part of our global technical support team, which provides round-the-clock assistance to our customers worldwide. This dynamic position requires delivering technical expertise and ensuring an excellent customer experience with Splunk's security products and solutions. You will also engage in various projects related to tools, knowledge management, and our expanding marketplace of solutions.

Key Responsibilities

  • Deliver exceptional service and technical support to Splunk customers while fostering positive relationships.
  • Take ownership of customer issues, ensuring a superior customer experience throughout the resolution process.
  • Develop and maintain a comprehensive understanding of Splunk products, particularly our security offerings like Enterprise Security.
  • Troubleshoot technical challenges to identify root causes and devise effective solutions across diverse environments.
  • Create, enhance, and maintain high-quality knowledge articles as part of the case management process, adhering to Knowledge-Centered Service principles.
  • Reproduce customer issues, document bug reports, escalate issues to Engineering, and serve as a liaison between customers and product developers.
  • Drive ongoing improvements in tools, processes, and product supportability.
  • Engage in additional job-related tasks and participate in special projects as needed.

Essential Qualifications

  • Exceptional interpersonal and communication skills, both verbal and written.
  • Extensive experience with Enterprise Security.
  • 5+ years of proven experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS.
  • 5+ years of demonstrated experience in technical support, system administration, or a similar technical role, preferably in an IT security context.
  • Understanding of networking concepts, including network security, log analysis, authentication protocols, and troubleshooting.
  • Proficiency in Python, Perl, shell scripting, XML, HTML, or other scripting languages.
  • Logical problem-solving approach with strong troubleshooting capabilities.
  • Excellent time management skills, adaptable to shifting customer priorities.
  • Ability to quickly learn new technologies and stay current with industry trends.
  • Passion for working in a fast-paced technical environment and supporting products with frequent updates.

Preferred Qualifications

  • Prior experience with Splunk.
  • Familiarity with security industry tools such as Nessus and Sentinel.
  • Exposure to cloud platforms like AWS or Google Cloud.
  • Knowledge of container technologies such as Docker and Kubernetes.
  • Experience with JSON, REST API, and related technologies.
  • Experience in providing SaaS support.
  • Understanding of regular expressions (Regex).
  • Relevant security industry certifications (CISSP, CISM, GSEC, CEH, Security+).
  • Experience in Business Analytics is advantageous.


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