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Technical Support Engineer - job post

Splunk
4.1 de 5 estrellas
San José, Provincia de San José
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Ubicación

San José, Provincia de San José

Descripción completa del empleo

Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. 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. Come help organizations be their best, while you reach new heights with a team that has your back.
Role Summary
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.
What you'll get to do
    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.
Must-have Qualifications
    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.
Splunk is an Equal Opportunity Employer
Splunk, a Cisco company, is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
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