- Deliver exceptional service and technical assistance to Splunk clients while fostering positive relationships.
- Take responsibility for resolving client issues, ensuring a superior customer experience.
- Develop and maintain a comprehensive understanding of Splunk products and related technologies, focusing on our security offerings, including Enterprise Security.
- Troubleshoot technical challenges to identify root causes and devise solutions across various environments.
- Create, enhance, and maintain high-quality knowledge articles as part of the case management process, adhering to Knowledge-Centered Service principles.
- Reproduce client issues, submit bug reports, escalate matters to Engineering, and serve as a liaison between clients and product developers.
- Drive continuous enhancement of tools, processes, and product supportability.
- Perform additional job-related tasks as assigned and participate in special projects.
- Exceptional interpersonal and communication skills, both verbal and written.
- Extensive experience with Enterprise Security.
- 5+ years of proven experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS.
- 5+ years of demonstrated experience in technical support, system administration, or a similar technical role, preferably in an IT security capacity.
- Understanding of networking concepts, including network security, log analysis, authentication protocols, and troubleshooting.
- Proficiency in Python, Perl, shell scripting, XML, HTML, or other scripting languages.
- Logical problem-solving skills with strong troubleshooting capabilities.
- Excellent time management skills with the ability to adapt to changing customer priorities.
- Demonstrated ability to quickly learn new technologies while staying current with industry trends.
- Passionate about working in a dynamic technical environment and supporting a product with frequent updates.
- Prior experience with Splunk.
- Familiarity with security industry tools, such as Nessus and Sentinel.
- Exposure to cloud platforms like AWS or Google Cloud.
- Knowledge of container technologies, such as Docker and Kubernetes.
- Experience with JSON, REST API, and similar technologies.
- Experience in providing SaaS support.
- Understanding of regular expressions (Regex).
- Security industry certifications (CISSP, CISM, GSEC, CEH, Security+).
- Experience in Business Analytics is a plus.
Lead Technical Support Specialist - San José, Costa Rica - Splunk Inc
Descripción
Company Overview
Splunk is dedicated to creating a safer and more resilient digital landscape. Our unified security and observability platform is trusted by leading enterprises worldwide to ensure the security and reliability of their digital systems. While our technology is highly regarded, it is our exceptional team that makes Splunk a remarkable place to work, as evidenced by our numerous accolades as a top employer.
Position Overview
We are looking for a Senior Technical Support Engineer to become part of our global technical support team, which provides 24/7 assistance to our clients across the globe. This role is dynamic and requires delivering technical expertise and exceptional customer service regarding Splunk's security products and solutions. You will also engage in ongoing projects related to tools, knowledge management, and our expanding marketplace of solutions.
Key Responsibilities
Essential Qualifications
Preferred Qualifications