Technical Support Engineer
Posted on 9/6/2023

5,001-10,000 employees

Data management & visualization platform
Company Overview
Splunk's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence.
Experience Level
Desired Skills
Customer Service
IT & Security
  • Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS
  • Understanding of regular expressions (Regex) and Python scripting
  • Experience in Business Intelligence a plus
  • Be able to isolate problems between hardware and software and provide information to appropriate development team(s)
  • 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
  • Experience in technical support, system administration, or similar technical role
  • 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
  • Experience in Business Intelligence and any other languages such as Spanish is a huge plus (but not required)
  • Provide technical software support for enterprise customers including the US fortune 100 companies
  • Develop a deep understanding of the Splunk product
  • Solve 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
Desired Qualifications
  • Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML