Technical Support Engineer (Cloud Support)
Description
Splunk is seeking a Technical Support Engineer to join our global technical support organization offering 24/7 support for our customers around the world. This is a very dynamic role where you will provide technical product expertise and excellent customer experience around Splunk’s core platform, and participate in ongoing projects around tools, knowledge management, our growing marketplace of solutions, and more. Our team operates on a 7-day global coverage model, and as a result, our support engineers are occasionally asked to work on weekends.
Responsibilities
- Provide outstanding service and technical support to Splunk customers and maintain positive customer relationships
- Take ownership of resolving customer problems while ensuring an outstanding customer experience
- Champion our customers throughout the entire support case journey
- Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our core platform
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
- Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service (KCS) principles and methodology
- Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developers
- Drive continuous improvement of tools, processes, and product supportability
- Perform other job-related duties as assigned and participate in special projects
Must have:
- Logical approach to problem solving, strong troubleshooting skills, and experience in cloud support.
- Outstanding interpersonal skills and excellent communication - both verbal and written
- Foundational experience with UNIX (Linux, *NIX), LDAP, Windows, or Mac OS
- Basic understanding of networking concepts (TCP/IP, UDP, DNS, NAT, gateways, etc.)
- Logical approach to problem solving and strong troubleshooting skills
- Excellent time management skills with the ability to adapt to changing priorities of customer issues
- Demonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledge
- Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates
- Experience in customer facing technical support, system administration role
- Exposure to cloud technologies such as AWS (including Amazon EC2 and S3), Google Cloud Platform, or Microsoft Azure
- Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
- Familiar with virtualization (VMWare, Hyper-V, KVM, etc.)
- Knowledge of JavaScript, Node.js, Apache, or similar front-end and web technologies
- Understanding of regular expressions (Regex) and relational databases
We value diversity, equity, and inclusion at Splunk and are an equal employment opportunity employer. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
Base Pay Range
India
Base Pay: INR 1,600,000.00 - 2,200,000.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our next-level benefits at https://splunkbenefits.com.
Thank you for your interest in Splunk!