Customer Success and Support

- Hybrid Remote

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Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary:

Splunk is seeking a Cloud Technical Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, tackle and resolve customer problems, work with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.

What you'll get to do:

Provide technical support for enterprise customers
Develop a deep understanding of the Splunk product
Fix technical issues to establish the root cause of problems and form a solution or workaround across a variety of environments
Provide documentation content and participate in online forum support for real-time questions from Splunk users
Reproduce customer issues and if necessary file bug reports, advance cases to engineering, and provide necessary documentation
Demonstrative work experience of Advanced Technical Support for Software applications
Wide Ranging experience with advanced expertise or knowledge in one or more products or technologies, and could be known as a SME (Subject Matter Expert)
Able to provide Technical direction to other Technical Support team members

Must-have Qualifications:

Must be able to commute to either the Richardson, TX or Boulder, CO office
Experience with the following systems is a requirement: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
Understanding of regular expressions (Regex) and Python scripting
Knowledge in the following areas : Perl and shell scripting, XML, HTML
Experience in Business Intelligence is a plus
Be able to isolate problems between hardware and software and provide information to appropriate development team(s)
The ability to shift gears and focus is essential when supporting a product like Splunk
Solid knowledge of networking concepts
Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
Excellent written and verbal communication skills are a requirement
You are able to work in a dynamic technical environment and support a product with frequent product releases and regular maintenance updates
2 to 5 years’ experience in a Technical Support role supporting business software applications
Pluses: Prior expertise with Splunk product

Mandatory Qualifications:

Applicants must be a US Citizen; The position may require access to U.S. export-controlled technologies, technical data, and/or sensitive government data.

Base Salary Range $92,500 - $122,200

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long -term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows: .75% of incentive target for each 1% of revenue attainment up to 50% of quota; 1.5% of incentive target for each 1% of attainment between 50% and 75%; 1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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Splunk's Hiring Practices

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