Customer Success and Support

Technical Support Engineer

Join us as we pursue our disruptive new vision to provide a world-class, real-time observability platform that combines logging, metrics monitoring, and distributed tracing.

We are a company filled with people who are passionate about our products 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!

We are seeking an individual with technical support or consulting experience to provide support services for the Splunk Synthetics SaaS solution. This individual will work closely with our customers and field delivery personnel to provide break-fix support, operational maintenance, and Premium support services. This position is an integral part of the long-term plan to grow the relationship with our customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in a fast-paced, customer-focused, and fun environment.

In Customer Support we love to disrupt, we innovate to deliver a sensational experience. 

Diversity Matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; transparency is at our core. We have fun doing phenomenal work with great people. Come become one of us.

Due to the Global growth of our customer install base, we are hiring a Technical Support Engineer to join our EU Support team. You will be responsible for handling customer technical queries and you will be supported by a global team that is focused on providing an extraordinary customer experience and has a real passion for problem-solving.

Find out more information below!

What will I be doing?

  • Support and maintain customers who have implemented the Splunk Synthetics SaaS solution, triaging, and resolving customer issues and escalations in a professional and timely fashion.
  • You will work closely with other engineers and success to creatively and relentlessly solve customer problems.
  • Creating technical knowledge content to support customer self-service goals.
  • Respond to and manage our client’s product-related issues following applicable SLA guidelines.
  • Be comfortable with providing written customer communication as well as video/phone interactions.
  • You will use your insight and imagination to help us identify chronic or systematic problems and suggest ways we might address them.
  • We are highly collaborative and support one another in everything we do. We are growing, constantly improving, and setting higher bars.
  • You will be eager to expand on existing troubleshooting skills, web technologies knowledge, and further develop one or more of the following development frameworks: Ruby, Javascript, CSS, and similar experience.
    • Understanding Chrome Web Tools and CSS
    • Bonus: Selenium scripting or similar frontend testing & QA understanding
    • Bonus: Lighthouse, Web Vitals, Performance consulting understanding.
  • Explore technical issues to establish the root cause of problems and form a solution or workaround.
  • Reproduce customer issues and if necessary, file bug reports, call out cases to Engineering and provide any necessary documentation
  • Assist in developing support tools to help solve issues

That sounds great - what experience do I need?

  • 3+ years of previous experience working as a customer support engineer, technical account manager, or sales engineer.
  • Previous experience in: frontend web development, troubleshooting Chrome & Firefox console, webhook development, reading and creating JavaScript scripting, writing SQL statements, Selenium scripting.
  • Demonstrated experience working well as part of a team and contributions to continuous process improvement
  • Excellent verbal/written communication skills, and relationship-building capabilities
  • Excellent time management skills with the ability to prioritize SLA driven customer issues effectively
  • Passionate about technology with a dedication to work in an ever-evolving technical environment
  • Strong troubleshooting, analytical and problem-solving skills.
  • Customer-focused attitude — a customer advocate
  • Ambitious and self-motivated with a high emotional IQ. Strong desire to go beyond expectations.
  • Bachelor's degree in computer science, or a related subject or similar 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 you are applying.

 
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. 
 
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 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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