iOPEX - Domain Expert - Technical Support - Enterprise Security (5-8 yrs)

Role : Domain Expert

Location : Bangalore

Education : Bachelor's Degree

Experience : 4 to 7 years

Shift : Rotational

Job Brief :

Responsibilities :

- Provide outstanding service and technical support to Splunk customers, maintaining positive customer relationships.

- Take ownership of resolving customer problems, ensuring an exceptional customer experience.

- Develop and maintain a deep understanding of Splunk products and related technologies, focusing on security products like Enterprise Security.

- Troubleshoot technical issues to identify root causes and create solutions or workarounds across various environments.

- Create, reuse, and improve quality knowledge articles as part of the case management workflow, following Knowledge-

Centered Service principles and methodologies.

- Reproduce customer issues, file bug reports, escalate issues to Engineering, and act as a liaison 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) :

- Outstanding interpersonal skills and excellent verbal and written communication skills.

- Experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS (4+ years).

- Experience in technical support, system administration, or a similar technical role, with a strong preference for experience in an IT security role (e.g., security analyst, SIEM administrator) (5+ years).

- Understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting.

- Knowledge of Python, Perl, shell scripting, XML, HTML, or other scripting languages.

- Logical problem-solving approach with strong troubleshooting skills.

- Excellent time management skills and adaptability to changing customer issue priorities.

- Ability to learn new technologies quickly and stay current with industry trends.

- Passionate about working in a dynamic technical environment and supporting a product with frequent releases and updates.

Requirements (Good to Have) :

- Prior experience with Splunk and Enterprise Security is highly preferred.

- Knowledge of security industry tools such as Nessus, Sentinel, and other relevant tools.

- Exposure to AWS (Amazon EC2, S3) or Google Cloud Platform.

- Knowledge of containerized technologies like Docker and Kubernetes.

- Experience with JSON, REST API, and similar technologies.

- Experience providing SaaS support.

-Understanding of regular expressions (Regex).

- Security industry certifications (CISSP, CISM, GSEC, CEH, Security+).

- Experience in Business Analytics is a plus.

Required Skills :

- Tech Support

- Splunk Architect