Enterprise Support Engineer

hace 1 semana


Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

Splunk's mission is to empower organizations to build a safer and more resilient digital world. As a Technical Support Engineer, you will play a critical role in delivering exceptional support to our customers and partners.

About the Role

This is a dynamic role that requires strong technical skills, excellent communication abilities, and the ability to work in a fast-paced environment. You will be responsible for providing technical assistance, resolving customer issues, collaborating with engineering on product matters, and contributing to projects related to support tools, knowledge management, and marketplace solutions.

Key Responsibilities
  • Provide technical software support for enterprise customers, including US Fortune 100 companies.
  • Develop in-depth knowledge of the Splunk product.
  • Solve complex technical issues to identify root causes and implement effective solutions or workarounds across various environments.
  • Contribute documentation content and participate in online forum support for real-time queries from Splunk users.
  • Reproduce customer issues, file bug reports if necessary, raise cases to engineering, and provide required documentation.
  • Offer best practices to enhance customer experience with our products and services.
Requirements
  • Experience with UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS systems.
  • Understanding of regular expressions (Regex) and Python scripting.
  • Knowledge in Perl and shell scripting, XML, HTML is a plus.
  • Experience in Business Intelligence is a plus.
  • Able to isolate problems between hardware and software and provide information to appropriate development teams.
  • Demonstrated hands-on customer service experience supporting US Fortune 100 companies.
  • The ability to adapt quickly 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.
  • Able to work in a fast-paced technical environment and support a product with frequent releases and regular maintenance updates.
  • Experience in technical support, system administration, or similar roles.
  • Excellent English communication skills and the ability to articulate complex technical information to customers.


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