Sr Technical Support Engineer

Customer Success and SupportHybrid Remote, San Jose, Costa Rica

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Description

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.
 
Splunk is seeking a Sr Technical Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, tackle and resolve customer problems, work with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.

Responsibilities:

  • Provide technical support for enterprise customers
  • Develop a deep understanding of the Splunk product
  • Fix 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, advance cases to engineering, and provide necessary documentation
  • Demonstrative work experience of Advanced Technical Support for Software applications
  • Wide Ranging experience with advanced expertise or knowledge in one or more products or technologies, and could be known as a SME (Subject Matter Expert)
  • Able to provide Technical direction to other Technical Support team members

Requirements:

  • Experience with the following systems is a requirement: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
  • Understanding of regular expressions (Regex) and Python scripting
  • Knowledge in the following areas : Perl and shell scripting, XML, HTML
  • Experience in Business Intelligence is a plus
  • Be able to isolate problems between hardware and software and provide information to appropriate development team(s)
  • 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
  • Excellent written and verbal communication skills are a requirement
  • You are able to work in a dynamic technical environment and support a product with frequent product releases and regular maintenance updates
  • 5 to 7 years’ experience in a Technical Support role supporting business software applications
  • Pluses: Prior expertise with Splunk products

Education:

  • Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience
Splunk is an Equal Opportunity Employer
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. 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

Costa Rica

Base Pay: CRC 28,000,000.00 - 38,500,000.00 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!

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