Technical Support Engineer

Customer Success and Support

Plano, TX

Splunk is seeking a 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, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.

Responsibilities:

Provide technical support for enterprise customers
Develop a deep understanding of the Splunk product
Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range 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, escalate cases to engineering, and provide necessary documentation

Requirements:

Must be able to commute to the Plano office
Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
Understanding of regular expressions (Regex) and Python scripting
Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML
Experience in Business Intelligence 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
Superior written and verbal communication skills are a must
Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
2 to 3 years’ experience in a Technical Support or Systems Admin role
Pluses: Experience in Business Intelligence and fluent in Spanish (writing and speaking in technical terms) a huge plus (but not required)

Education:

Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience

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.

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^{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.

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^{For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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