Field Support Engineer - (TS/SCI with full-scope poly required)

Customer Success and Support Washington, D.C. Ellicott City, Maryland McLean, Virginia Baltimore, Maryland Fort Meade, Maryland Springfield, Virginia Chantilly, VA


Join us as we pursue our disruptive new vision to make machine data accessible, usable, and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Role:

Splunk is seeking a Field Support Engineer to provide enterprise level support to our Federal customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot, and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of solutions, and more.

Responsibilities: 

  • Provide on-site technical support for Federal enterprise customers
  • Develop a deep understanding of the Splunk product
  • Troubleshoot 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, escalate cases to engineering, and provide necessary documentation

Requirements: 

  • Prior experience with Splunk Enterprise, Splunk Enterprise Security and/or Splunk Cloud strongly preferred.  
  • Experience supporting, consulting, or administering an enterprise SIEM product is required 
  • 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)
  • 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
  • 2 to 3 years’ experience in a Technical Support, Professional Services Consulting or Systems Admin role
  • Education: Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience
  • Clearance Level: TS/SCI Clearance with Full Scope Poly
  • This position is customer facing and will operate at the customer’s site, which will require local travel to different customer locations in the Maryland, DC and Virginia metro area.

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!