Technical Support Engineer
Description
Role Summary:
Responsibilities:
- 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.
Requirements:
- 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.
- Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML.
- 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).
Education:
Note:
Base Pay Range
Costa Rica
Base Pay: CRC 20,000,000.00 - 27,500,000.00 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 comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Thank you for your interest in Splunk!