Technical Support Engineer

• 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
• Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise Security
• 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 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

• Outstanding interpersonal skills, and excellent communication - both verbal and written
• Experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS
• Experience in technical support, system administration, or similar technical role, with a strong preference for experience in an IT security role, such as security analyst, SIEM administrator, or other relevant position
• Understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting
• Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
• Logical approach to problem solving with 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

• Prior experience with Splunk and Enterprise Security strongly preferred
• Knowledge of security industry tools, such as Nessus, Sentinel, and other relevant tools
• Exposure to AWS (including Amazon EC2 and S3) or Google Cloud Platform
• Knowledge of containerized technologies, such as Docker and Kubernetes
• Experience with JSON, REST API, and similar technologies
• Experience providing SaaS support
• Understanding of regular expressions (Regex)
• Security industry certification (CISSP, CISM, GSEC, CEH, Security+)
• Experience in Business Analytics is a plus

Thank you for your interest in Splunk!