Technical Support Engineer - San José, Costa Rica - Splunk Inc

Splunk Inc San José, Costa Rica

hace 3 horas

Descripción

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". 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.

Role Summary

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 expertise and excellent customer experience around Splunk's security products and solutions, 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.

What you'll get to do

Provide outstanding service and technical support to Splunk customers and maintain positive customer relationships

Take ownership of resolving customer problems while ensuring an outstanding customer experience

Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise Security

Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments

Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service principles and methodology

Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developers

Drive continuous improvement of tools, processes, and product supportability

Perform other job-related duties as assigned and participate in special projects

Must-have Qualifications

Outstanding interpersonal skills, and excellent communication - both verbal and written

Experience with Enterprise Security

Experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS

Experience in technical support, system administration, or similar technical role, with a strong preference for experience in an IT security role, such as security analyst, SIEM administrator, or other relevant position

Understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting

Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages

Logical approach to problem solving with strong troubleshooting skills

Excellent time management skills with the ability to adapt to changing priorities of customer issues

Demonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledge

Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates

Nice-to-have Qualifications

Prior experience with Splunk

Knowledge of security industry tools, such as Nessus, Sentinel, and other relevant tools

Exposure to AWS (including Amazon EC2 and S3) or Google Cloud Platform

Knowledge of containerized technologies, such as Docker and Kubernetes

Experience with JSON, REST API, and similar technologies

Experience providing SaaS support

Understanding of regular expressions (Regex)

Security industry certification (CISSP, CISM, GSEC, CEH, Security+)

Experience in Business Analytics is a plus

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