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Customer Success and Support

Cloud Technical Support Engineer

  • - Remote
*Only current Japanese citizen or for those who are currently working in Japan are eligible to apply for this position.
    
Splunkについて
Splunkは、ハイブリッドおよびマルチクラウド環境に対応したエンドツーエンドのフルスタックプラットフォームを提供し、より安全で強靭なデジタル社会の実現を支えています。
当社の統合型セキュリティおよびオブザーバビリティ(可観測性)プラットフォームは、世界中の多くの企業に導入され、デジタルシステムの信頼性と安定性の向上に寄与しています。
Splunkが高く評価されている理由のひとつは、もちろんその技術力ですが、それ以上に私たちの誇りは「人」にあります。世界中のどの拠点でも、社員一人ひとりが思いやりと情熱を持って日々の業務に取り組んでいます。
これまでのご経験やスキルはもちろんのこと、ご自身の個性や情熱もぜひSplunkで活かしてみませんか?
仲間と支え合いながら、お客様や組織、そしてあなた自身のキャリアの可能性を、共に広げていきましょう。
      

募集職種:クラウド テクニカルサポートエンジニア
     
Splunkでは現在、エンタープライズ規模のお客様およびパートナーに対して、クラウド製品に関する技術サポートを提供するテクニカルサポートエンジニアを募集しています。
このポジションでは、日々寄せられる技術的な課題に対応しながら、お客様の課題解決を支援します。また、クラウドエンジニアリングチームとの連携による製品改善や、サポートツール・ナレッジベースの強化、さらには拡大するソリューションマーケットプレイスに関連したプロジェクトにも携わっていただきます。
    

   

主な業務内容

  • エンタープライズ顧客に対する技術サポートの提供
  • Splunk製品に関する専門知識の習得と応用
  • 多様なシステム環境での問題の根本原因分析、および解決策・回避策の提案
  • ユーザーからの技術的な質問への対応(オンラインフォーラムや技術ドキュメントの作成を含む)
  • 顧客環境の再現による問題の調査、バグレポートの作成、必要に応じた開発チームへのエスカレーション
  • サポートツールやナレッジベースの改善への貢献
  • チーム内メンバーへの技術的支援や指導

     

応募資格

【必須条件】
  • 日本国内で就労可能であること
  • 日本語(ネイティブレベル)、英語(ビジネスレベル)での業務対応力
  • 以下いずれかのOSに関する知識・経験:UNIX(Linux、Solaris、AIX、HP-UX)、Windows、Mac OS X
  • 正規表現(Regex)および Python スクリプトに関する基礎知識
  • 以下の技術領域に関する理解:Perl・シェルスクリプト、XML、HTML
  • ネットワーキングの基本的な知識
  • 問題解決およびトラブルシューティングにおける高い論理的思考力
  • 優れた文書作成力および口頭でのコミュニケーション能力
  • スピード感のある環境への適応力
  • ビジネス向けソフトウェア製品の技術サポートまたはそれに相当する実務経験(2〜5年)

         

【歓迎条件】
  • Splunk製品に関する知識・使用経験
  • AWS、GCP、Azure いずれかのクラウド認定資格の保有
  • ビジネスインテリジェンス(BI)に関する知識や実務経験
       

その他

本ポジションは、日本国籍を有する方、または日本国内で就労可能なビザをお持ちの方が対象です。

   
   
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 work from Japan
  • Must be able to use native level of Japanese and business level of English
  • 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
  • Minimum 2 to 5 years’ experience in a Technical Support role or equivalent role supporting enterprise business software applications
 
Pluses:
  •   Prior expertise with Splunk product
  •   AWS, GCP, Azure certification
 
Mandatory Qualifications:
  • Applicants must be a Japanese Citizen or for those who are currently working in Japan are eligible to apply for this position.

 

Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.  

Splunk's Hiring Practices

Splunk turns machine data into answers. Organizations use market-leading Splunk solutions with machine learning to solve their toughest IT, Internet of Things and security challenges.

We value diversity, equity, and inclusion at Splunk and are committed to equal employment opportunity. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. Click here to review the US Department of Labor’s EEO is The Law notice. Please click here to review Splunk’s Affirmative Action Policy Statement. If you need assistance or an accommodation to apply or during the hiring process, please let us know by completing our Accommodation Request form.

Splunk also has policies in place to protect the personal information candidates disclose to us as part of the application process. Please click here to review Splunk’s Career Site Privacy Policy.

Splunk does not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Please click here to review Splunk’s Pay Transparency Nondiscrimination Provision.

Splunk is committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

Splunk is also committed to providing access to all individuals who are seeking information from our website. Any individual using assistive technology (such as a screen reader, Braille reader, etc.) who experiences difficulty accessing information on any part of Splunk’s website should send comments to accessiblecareers@splunk.com. Please include the nature of the accessibility problem and your e-mail or contact address. If the accessibility problem involves a particular page, the message should include the URL of that page.

Splunk doesn't accept unsolicited agency resumes and won't pay fees to any third-party agency or firm that doesn't have a signed agreement with Splunk.

To check on your application click here.

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