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Customer Success and Support

Technical Support Engineer (Splunk Enterprise)

*Only current Japanese citizen or for those who are currently working in Japan are eligible to apply for this position. 
機械データを誰もがアクセスでき、使用可能で、価値のあるものにする、という常識を破るコンセプトを実現する技術への新しいビジョンを追求する私たちと一緒に働きませんか? 私たちは、自社製品に情熱を持ち、お客様に最高の体験を提供しようとする人々で溢れている会社です。Splunk では、仕事、顧客、楽しむこと、そして最も重要なお互いの成功のために尽力しています。
Splunk Enterprise製品のテクニカルサポートエンジニアとして、主にお客様の技術的な問題解決を担当します。顧客からの問い合わせに迅速かつ効果的に対応し、問題の診断・解析を行い、適切なソリューションを提供します。高度な製品知識を駆使し、技術的なサポートを実施します。
日々の業務では、システムの不具合やパフォーマンス問題に関するトラブルシューティングを行います。顧客環境でのログ分析や、エラーメッセージの解析を通じて、根本的な原因を突き止め、解決策を提供します。また、複雑な技術的な課題に対しては、チーム内で協力しながら解決を図ります。複雑な技術的な問題については、海外の製品開発チームにフィードバックを提供し、改善策を検討します。また、業務の進捗や問題解決状況について上司や関連部門に定期的に報告を行います。

エスカレーションサポート、製品の不具合に関するエンジニアリングとのやり取り、サポートツール、ナレッジマネジメント、セルフサービスイニシアチブなどを中心とした継続的なプロジェクトに貢献する、非常にダイナミックな仕事となります。

またチームは香港、シンガポール、インド、オーストラリア、日本からのグローバルなチームメンバーで形成されており、レポートはオーストラリアのTechnical Support Engineering Managerにレポートいただきます。フルリモートでも就業できるため、場所を問わず北海道から沖縄まで日本各地から就業いただけるポジションとなります。もちろん関東在住の方は、Splunkオフィス(Ciscoオフィス)にて就業も可能です。
Responsibilities 
  • 顧客サポート対応
    • Splunkの使用に関する技術的な質問や問題に対応
    • 高い技術力を持ってしてトラブル事象の根本原因調査を実行、解決策、回避策を提示
    • システム設定やパフォーマンス最適化に関するアドバイスを提供
  • 問題解析と解決
    • 顧客環境で発生した問題の診断と解決、お客様のトラブルに責任を持って、解決までリードする
    • お客様の問題事象を再現し、必要に応じてバグレポートを作成し、適切かつ詳細なドキュメントを添えてエンジニアリングにエスカレーションする
    • ログ分析や設定確認を通じて問題の根本原因を特定
  • 技術的な文書作成
    • よくある質問(FAQ)や解決策に関するドキュメントを作成
    • 顧客向けに使用方法やベストプラクティスガイドを提供
    • ナレッジベースなどのドキュメント作成に貢献
  • インストール・設定サポート
    • Splunkのインストールや設定支援
    • 新機能やアップグレードの展開・移行サポート
  • カスタマーエクスペリエンスの向上
    • 顧客のニーズに基づいた最適なソリューションの提案
    • 顧客満足度向上のため、長期的な信頼関係の構築
    • 頻繁な製品リリースや定期的なメンテナンスアップデートがある製品をサポートする
  • エスカレーション対応
    • 複雑な問題やエスカレーション案件に対応
    • エンジニアリングチームと連携して迅速に解決
  • 継続的なスキル向上と知識共有
    • 最新のSplunk製品情報や技術トレンドを学習
    • チーム内での知識共有を通じてサポート品質の向上に貢献
Requirements I’ve already got that!
  • 3-5年の技術的な顧客対応やトラブルシューティングの経験があるエンジニア
  • トラブルシューティング、問題解決のための高度なプロセス指向のスキルを有する
  • Linuxの管理とトラブルシューティングの経験、Windowsサーバのトラブルシューティングの経験
  • DNS、ファイアウォール、HTTPステータスコード、SSL/TLSなどのコアネットワーキングの概念に精通していること
  • 新しい知識を定常的に習得する能力と、技術的な問題を顧客に寄り添って解決するための熱意を持っている
  • 優れた英語(ビジネスレベル)と日本語(ネイティブレベル)のコミュニケーション能力(書面および口頭)
  • XMLとHTML、CSS、XMLのタスクに精通していること
  • シェル、Python、PERLスクリプトを実行する能力があれば尚可
  • 正規表現(Regex)に関する理解があれば尚可
  • AWSサービスやその他のInfrastructure as a Serviceプロバイダーに関する知識があれば尚可
Education Got it!
  • コンピュータサイエンス、関連分野の学士号取得者、または同等の実務経験者
 
 

Join us as we pursue our exciting 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!
In Customer Support we LOVE to disrupt, we innovate to deliver a phenomenal experience. Diversity Matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; Transparency is at our core. We have fun doing great work with great people. Come become one of us… Due to growth of our customers within Asia Pacific region, we are hiring a Technical Support Engineer to join our APAC Support team based in . You will be responsible for managing customer technical queries and have a passion for providing an exceptional customer experience and a passion for problem solving. Find out more information below!

Responsibilities: I can do that!

  • Supporting both Global and Japan customers in technical aspects with respective languages
  • Develop a deep understanding of Splunk products
  • Provide technical support for enterprise customers
  • Ability to take ownership of their issues, troubleshoot and resolve technical problems across a range of environments
  • Exceptional troubleshooting skills to establish the root cause of problems and form a solution or workaround across a range of environments
  • Ability to reproduce customer issues and if necessary, file bug reports, escalate to engineering with proper and detailed documentation
  • Superb communication skills to effectively manage the customer relationship
  • Provide proper documentation content and participate in online forum support for real-time questions from Splunk users
  • Comfortable working in a fast-paced work environment and support products with frequent product releases and regular maintenance updates
  • Ability to seamlessly shift gears and focus is essential when supporting a product like Splunk
  • Provide documentation content and participate in online forum support for real-time questions from Splunk users

Requirements: I’ve already got that!

  • Business level of English, Business level of Japanese 
    (Native level of Japanese is a plus!)
  • 3-5 years of Customer support or technical support experience in IT industry 
    (Non technical support experience is also considerable as long as they have following skills)
  • Experience with the following systems is a must: Cloud(AWS/GCP,Azure), Linux, Windows, and Mac OS X
  • Experienced in troubleshooting of Storage/IOPS on OS environments is a MUST
  • Understanding of regular expressions (Regex) and Python scripting is a plus
  • Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML
  • Be able to isolate problems between hardware and software and provide information to the 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
  • 5+ years’ experience in a Technical Support role
  • Pluses: Experience in Business Intelligence, Enterprise Security a plus but not required

Education: Got it!

  • Bachelor's degree in computer science, a related field or equivalent work 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.

 

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. 

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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