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New

Technical Service Engineer

Splunk

This is a Full-time position in Boulder, CO posted November 23, 2022.

Join us as we pursue our disruptive new vision to make machine data accessible, usable, and valuable to everyone. We are a company filled with passionate people 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!

Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Role

Splunk is seeking a Technical Support Engineer to join our global technical support organization offering 24/7 support for our customers around the world. This is a dynamic role where you will provide technical expertise and excellent customer experience around Splunk’s observability products and solutions, and participate in ongoing projects around tools, knowledge management, our growing marketplace of solutions, and more. Our team operates on a 7-day global coverage model, and as a result, our support engineers are occasionally asked to work on weekends.

Responsibilities

  • Provide outstanding service and technical support to Splunk Observability 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 Observability products and related technologies
  • 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
  • Participate in special projects and perform other job-related duties as assigned

Requirements

Must have:

  • Outstanding interpersonal skills and excellent communication, both written and verbal, with the ability to work effectively in a highly collaborative team environment
  • Experience in technical support, system administration, or similar technical role, with a strong preference for experience in a DevOps or IT operations environment
  • Intimate knowledge of Splunk is required for ITSI, as well as demonstrate the ability to create and troubleshoot clustered environments in a timely manner.
  • Experience with UNIX (Linux,UNIX), Windows, or Mac OS
  • Familiarity with SaaS-based solutions and open source components; open source monitoring tools (Nagios, Ganglia, collectd, Graphite, etc.) preferred
  • Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
  • Understanding of networking concepts, including networking protocols (DNS, TCP/IP, etc.) and authentication management (SAML, LDAP, SSO, etc.)
  • 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:

  • Exposure to cloud technologies such as AWS (including Amazon EC2 and S3) or Google Cloud Platform
  • Knowledge of containerized technologies, such as Docker and Kubernetes
  • Experience with JSON, REST API, Puppet, Gitlab/Github, Open Telemetry, and similar technologies
  • Experience providing SaaS support
  • Familiar with modern application architecture (micro-services)
  • Knowledge of front-end/web technologies (HTML, CSS, JavaScript, Node.js, IIS, Apache, etc.) and troubleshooting (HAR analysis, HTTP event codes, and so on)
  • Understanding of regular expressions (Regex)

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.

Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. The base pay for this position is dependent on work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for bonus and benefits, and may be eligible for equity.

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area

Base Pay Range: $48.08 – 66.11 per hour

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts

Base Pay Range: $45.38 – 62.40 per hour

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.

Base Pay Range: $40.77 – 56.06 per hour

Thank you for your interest in Splunk!