Splunk Support Engineer

About the Role:

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.

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

Qualifications:

Must have:

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