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Customer Success and Support

Sr. Product Supportability Engineer

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 people who are passionate 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.


In this role; you will represent the Support & Service organization in all aspects of New Product Introduction (NPI), from product concept definition through the End of Life, to prepare the GTS organization with the technical knowledge to support the products and provide services and ensure that Reliability, Availability, and Serviceability (RAS) is crafted into the product!

You will scan for systemic issues that cause extra effort for customers. You will advocate to senior leadership for engineering and tooling improvements that improve the support experience. You'll identify requirements, handle project schedules, and identify risks to integrate support for all phases of the product life cycle. Explore options and develops innovational support and services plans that key on product strengths and make effective use of Splunk resources. Provide technical direction and mentorship to all GTS functions in preparation of support and service capabilities.

  • Represent GTS in multiple new product core teams.
  • Makes sure Customer Services readiness for all new products and features by coordinating training for all Technical Support Engineers and TSAM etc. worldwide, leading implementation of support processes and support system changes, and handling the fruition of appropriate Global technical support readiness documents and video content.
  • Provides input to the technical support management regarding staffing and capital equipment requirements to support new products.
  • Reviews as well as provides appropriate feedback to marketing and product requirement definitions to ensure that the RAS features are included.
  • You will also review worldwide technical support services operational reports to make sure that product and/or customer feedback and RAS requirements and/or impacts are clearly understood by Development and Product Marketing organizations.
  • Coordinates the development of product support plans and the documentation review process.
  • Develops relationships and processes to support 3rd party products, product requiring a 3rd party partner involvement, or product requiring an outsource support plan.
  • Represents customer support in various support programs as required by the organization, such as Beta trial programs.
  • Engages and develops End of Support plans.
  • Designs and updates support readiness information on technical support internal websites.

  • We are looking for a minimum of 5 years hands on experience in the communications technology, preferably field engineering or technical support.
  • Need 4 years validated work experience in new products, related engineering, or in a program management role.
  • Real validated understanding of software/Cloud interaction is required.

Certifications/Accreditations: PMP preferred

Technical Skills & Knowledge

  • Familiarity supporting the following technologies:
  • Cybersecurity, Data Analytics and virtual technologies.
  • Experience with SaaS models and Agile Software Development methods is a plus.

  • Analysis, customer service orientation, services financial and eye for business, ability to mine data from systems for use in business analysis/program justification, results-oriented insight, functional job knowledge, initiative, judgment/decisiveness, negotiation, oral presentation, organizational agility, planning & organizing, excellent written, verbal, and listening skills.

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.

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.
Individuals seeking employment at Splunk are considered without regards 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 (except where physical fitness is a valid occupational qualification), genetic information, veteran status, or any other consideration made unlawful by federal, state or local laws. 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.
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 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 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.

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