Customer Success and Support

San Jose, Costa Rica

- Hybrid Remote

- Hybrid Remote

A little about us. Splunk is the key to enterprise resilience for the 11,000+ organizations that use our Unified Security and Observability Platform. We regularly appear on a lot of “Best Places to Work” lists and we think it’s because we encourage our Splunkers to bring their whole, authentic selves. 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. Because when you feel free to be you, it makes it a lot easier for us to be us.

About The Role

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, fix and resolve customer problems, collaborate with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, and our growing marketplace of solutions.

Responsibilities:

Provide technical software support for enterprise customers including the US fortune 100 companies.
Develop a deep understanding of the Splunk product
Solve 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, raise cases to engineering, and provide necessary documentation
Provide best practices to enhance customer experience with our products and services.

Requirements:

Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS
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)
Demonstrated hands on customer service experience supporting US Fortune 100 companies
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
Experience in technical support, system administration, or similar technical role
Excellent English communication skills and the ability to articulate complex technical information to customers.
Flexibility to be scheduled for specific coverage during the day shifts.
Experience in Business Intelligence and any other languages such as Spanish is 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, equity, and inclusion at Splunk and are an equal employment opportunity employer. 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.

Note:

Base Pay Range

Costa Rica

Base Pay: CRC 19,200,000.00 - 26,400,000.00 per year

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 above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.

Apply Now

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 an equal employment opportunity employer. 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 Equal Employment Opportunity 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.}

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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. We comply with local, state/territory, and federal regulations to prevent the spread of COVID-19 in the countries in which we operate. Splunk provides reasonable medical, religious, or other legally required accommodations for eligible employees.

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.

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