CO Salary Range: USD 28.85 per hour
Technical Support Engineer
Needed for our Support On Call & Observability Customers
Splunk is a company filled with people who are passionate about its products and we seek to deliver a world-class 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!
We are seeking an experienced individual who has technical support and customer service experience to provide a world-class support experience to our Splunk On-Calland Observability customers. This individual will work closely with our customers and field delivery personnel to provide technical support, operational maintenance, and Premium Splunk support services. This position is an integral part of the long term plan to grow relationships with our customers. The efforts put forth by this individual will directly impact the long term success of the relationship. In order to succeed in this role, this individual must have the passion and energy to work in a fast paced, customer-centric, fun environment.
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In Customer Support, we love to disrupt, innovate, and deliver a sensational customer experience. Diversity matters to us - we harness our unique strengths to deliver creative and thoughtful solutions. We also work closely with nearly every part of the organization to learn and educate each other and our customers - with collaboration and transparency at our core.
We are currently hiring a Technical Support Engineer (TSE) to join our Splunk On-Call and Observability Support team based in Boulder, Colorado. In this role, you will be responsible for handling a dynamic range of technical inquiries from our customers - as well as, our Splunk teammates around the world. You will be supported by a global team that is focused on providing an extraordinary customer experience with a genuine passion for problem solving.
Find out more information below:
What will I be doing?
Supporting and maintaining customers who have implemented Splunk On-Call and Observabilitysolutions; triaging and resolving customer issues and escalations in a professional and timely fashion.
Assisting and supporting our Splunk Sales teammates in their efforts to grow and expand ourSplunk On-Call and Observabilitycustomer base around the world.
Troubleshooting all aspects of the customer experience in relation to the Splunk On-Callplatform, including (but, not limited to): Assisting in the configuration and troubleshooting of customer integrations with Splunk On-Call, providing best-practices for Splunk On-Call administrators and end-users, assisting with Scheduling and Calendaring configuration in relation to on-call schedules.
Creating technical knowledge content to support customer self-service goals.
Provide operational and technical support to field personnel.
Respond to and manage our client's product-related issues following applicable SLA guidelines.
Explore technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
Provide documentation and participate in online forum support for real-time questions.
Reproduce customer issues and if necessary, file bug reports, call out cases to engineering, and provide the necessary documentation.
Assist in developing support tools to help solve issues.
That sounds great - what experience do I need?
Relevant experience working as a customer service representative, technical support engineer, sales engineer - or, experience working in a solution-orientated service and support role.
Beneficial Technical Experience:
UNIX (Linux, Solaris, AIX, HP-UX), Authentication, Windows, and Mac OS X, AWS, Puppet, GitHub, Python, Shell Script, Perl, C++/C#/Java, HTML, XML, JSON, Regex
Familiarity with SaaS-based solutions and open source components and open source monitoring tools (Nagios, Zabbix, Graphite, Prometheus, etc.)
Experience with cloud-based technologies and an understanding of modern application architecture (micro-services)
Ability to write scripts, regular expressions, SQL queries, Python, etc.
Experience Working in a Team Environment:
Work well as part of a team and contribute to continuous process improvement.
Excellent verbal/written communication skills, and relationship-building capabilities.
Excellent time management skills with the ability to prioritize SLA-driven customer issues effectively.
Passionate about technology with a dedication to work in an ever-evolving technical environment.
Strong troubleshooting, analytical and problem-solving skills.
Client-focused attitude - a customer advocate.
Ambitious and self-motivated with a high emotional IQ.
Strong desire to go beyond expectations.
Beneficial Educational and Work-Life Experience:
Bachelor's degree in computer science, or a related subject or similar work experience is beneficial - but, not a prerequisite.
We value unique work and life experience as important components to building a diverse, creative, and fun team.
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.
(Colorado only) Minimum hourly rate of $28.85. You may also be eligible for incentive pay + equity + benefits.Note: Disclosure per sb19-085 (8-5-201 et seq).