Phantom - Technical Support Engineer

Customer Support San Jose, California San Francisco, California


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Role:
Phantom is the only purpose-built Security Automation & Orchestration platform, and the first to provide an open community for sharing Playbooks and Apps. It makes security smarter, faster, and stronger.  

Phantom (a Splunk Company) is looking for a Technical Support Engineer with a depth of knowledge in security automation and workflow development to help drive forward our mission in providing best-in-class quality service and achieving high-levels of customer satisfaction and success.  This role will be the key member in managing all levels of communication for our post-sales technical support and will work collaboratively with Engineering, Delivery, and Product Management to continuously drive improvement for Phantom’s support features. The position will report to the VP of Delivery.

 
Responsibilities: 

  • Support an enterprise security application running on various implementation of Linux and in the cloud.
  • Provide technical advice, verifying issues, analyzing complex technical problems, troubleshooting and resolving technical roadblocks
  • Reviewing customer code in playbooks and apps, to provide feedback and guidance on best practices.
  • Handling phone, Slack, and case management queues from customers, Engineering, Product Marketing and rest of Delivery team
  • Identify, organize, and prioritize multiple support requests at the same time
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
  • Conduct root-cause analysis and operational risk assessment for technical issues and to develop workarounds and solutions
  • Document problem resolution steps, compile and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs, and sample code.
  • Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem 
  • Coordinate and manage problem resolution with Delivery and Engineering teams.
  • Lead special projects to develop solutions and new processes to improve the product and Success Program
  • On Call Coordinator for Customer Issues and Incident Response
  • Assume remote control over customers’ computers when necessary to resolve problems 
  • Proactively update customers about incremental product updates as part of release management.
  • Serve as a technical subject matter expert for cross-functional organizations, such as sales, customer success, product management, etc.

Requirements:

  • 4+ years of work experience in a customer-facing, enterprise technical support role 
  • Proficient in Linux and Network administration. Python or programming experience is a PLUS.
  • Working knowledge of security technology
  • Project leadership and delivery capabilities
  • Security operations experience
  • Experience working with multiple customers concurrently
  • Passionate about delivering high quality service to customers
  • Excellent communication and customer-relationship skills - responsiveness, sensitivity, and diplomacy
  • Ability to prioritize between multiple tasks in a fast-paced, dynamic startup environment
  • Ability and passion to logically solve problems working with customers to gather the right information to help identify the root cause Ability to write technical FAQS and knowledge base articles
  • Bachelor’s Degree in Computer Science and/or equivalent years of experience

 We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Thank you for your interest in Splunk!