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Customer Success and Support

Technical Support Engineer (Cloud Support)

  • - No Remote
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.

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
Requirements

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
Nice to have:
  • 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.

Splunk's Hiring Practices

Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are committed to equal employment opportunity. 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. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

To check on your application click here.

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