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Customer Success and Support

Technical Support Engineer (On-Prem)

Join us in pursuing a new vision for technology that makes machine data accessible, usable, and valuable to everyone.
Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Splunk is seeking a Technical Support Engineer to join our global technical support organization offering 24/7 support for our customers around the world. This is a very dynamic role where you will provide technical product expertise and excellent customer experience around Splunk’s core platform, and participate in ongoing projects around tools, knowledge management, our growing marketplace of solutions, and more. Our team operates on a 7-day global coverage model, and as a result, our support engineers are occasionally asked to work on weekends.

As a Technical Support Engineer for Splunk Enterprise, you will be primarily responsible for resolving technical issues faced by customers. You will respond to inquiries promptly and effectively, diagnose and analyze problems, and provide appropriate solutions using advanced product knowledge.
 
Your daily responsibilities will involve troubleshooting system issues and performance problems, analyzing logs from customer environments, investigating error messages to determine root causes, and delivering resolutions. For complex issues, you will collaborate within the team and provide feedback to the product development team overseas, working together to explore solutions. You’ll also report on your progress and issue resolutions to your manager and relevant departments regularly.
 
This is a dynamic role that will also contribute to ongoing projects involving escalation support, communication with engineering on product bugs, support tools, knowledge management, and self-service initiatives.
 
The team is global, with members from Hong Kong, Singapore, India, Australia, and Japan. You will report to the Technical Support Engineering Manager based in Australia.
 
Responsibilities:
 
  • Customer Support
    • Respond to technical inquiries and issues related to Splunk usage
    • Investigate root causes of issues and propose solutions or workarounds
    • Provide advice on system configuration and performance optimization
  • Problem Analysis and Resolution
    • Diagnose and resolve problems occurring in customer environments
    • Take ownership of customer issues and lead them to resolution
    • Reproduce customer issues and create detailed bug reports for escalation as needed
    • Identify root causes through log analysis and configuration checks
  • Documentation
    • Create FAQs and knowledge articles about common issues and solutions
    • Provide usage guides and best practice documentation for customers
    • Contribute to the knowledge base
  • Installation and Configuration Support
    • Assist with Splunk installation and setup
    • Support deployment and migration of new features or upgrades
  • Customer Experience Enhancement
    • Propose optimal solutions based on customer needs
    • Build long-term trust to improve customer satisfaction
    • Support a product with frequent releases and regular maintenance updates
  • Escalation Handling
    • Manage complex or escalated issues
    • Work closely with the engineering team to resolve them quickly
  • Continuous Learning and Knowledge Sharing
    • Stay updated on the latest Splunk products and technology trends
    • Share knowledge within the team to improve support quality

Requirements
  • 3–5 years of experience in technical customer support or troubleshooting
  • Strong process-oriented skills for troubleshooting and problem solving
  • Experience managing and troubleshooting Linux systems; experience with Windows Server troubleshooting
  • Familiarity with core networking concepts like DNS, firewalls, HTTP status codes, SSL/TLS
  • Passion and ability to continuously learn and resolve technical issues while supporting customers empathetically
  • Excellent communication
  • Proficiency in tasks involving XML, HTML, and CSS
  • Preferred:
    • Ability to execute Shell, Python, or PERL scripts
    • Understanding of Regular Expressions (Regex)
    • Knowledge of AWS services or other IaaS providers
 
Education
  • Bachelor’s degree in Computer Science or a related field, or equivalent practical experience

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 committed to equal employment opportunity. 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 Affirmative Action 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.

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 committed to the health and safety of our employees and customers. Splunk is impacted by the mandates outlined for U.S. Government contractors in President Biden’s Path out of the Pandemic: COVID-19 Action Plan. As a result, Splunk requires U.S. employees, whether assigned to an office or 100% remote, to provide proof of full vaccination, as defined by the CDC. Splunk provides reasonable accommodations for employees who have qualifying medical or religious reasons.

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.

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