Customer Success and Support

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 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.

To succeed in this team, this individual must have the passion and energy to work in a fast-paced, customer-focused, and fun environment.

What will I be doing?

Support and maintain customers who have implemented the Splunk Synthetics and Real User Metrics 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 solve customer problems creatively and relentlessly
We are 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 and video/phone interactions
You will use your insight and imagination to help us identify chronic or systematic problems and suggest ways we 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 your knowledge of troubleshooting skills and web technologies and develop one or more development frameworks: React, Javascript, CSS, and similar experience
Understanding Chrome Web Tools and CSS/HTML
Bonus: Selenium scripting or similar frontend testing & QA understanding
Bonus: Google lighthouse, web vitals, and web performance consulting
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 experience as a customer support engineer, technical account manager, or related customer-facing roles
Previous experience in frontend web development, troubleshooting Chrome & Firefox console, webhook development, reading and creating JavaScript scripting, writing SQL statements, and 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
Passionate about technology with a dedication to working 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
Understanding of IT Operations/NOCs/Command Centers, Infrastructure Operations, Application Development, DevOps processes
Experience monitoring full-stack cloud, hybrid, and traditional on-premise systems including server OS, storage, middleware, network, container systems, mobile and application software
Experience monitoring metrics, logs, and traces
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.

Note: Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out below, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive, and may be eligible for benefits and equity.

Apply Now

Splunk's Hiring Practices

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