Sr Technical Support Engineer
Splunk
- San José
- Permanente
- Tiempo completo
- Provide technical support for enterprise customers
- Develop a deep understanding of the Splunk product
- Fix 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, advance cases to engineering, and provide necessary documentation
- Demonstrative work experience of Advanced Technical Support for Software applications
- Wide Ranging experience with advanced expertise or knowledge in one or more products or technologies, and could be known as a SME (Subject Matter Expert)
- Able to provide Technical direction to other Technical Support team members
- Experience with the following systems is a requirement: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
- Understanding of regular expressions (Regex) and Python scripting
- Knowledge in the following areas : Perl and shell scripting, XML, HTML
- Experience in Business Intelligence is a plus
- Be able to isolate problems between hardware and software and provide information to appropriate development team(s)
- 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
- Excellent written and verbal communication skills are a requirement
- You are able to work in a dynamic technical environment and support a product with frequent product releases and regular maintenance updates
- 5 to 7 years' experience in a Technical Support role supporting business software applications
- Pluses: Prior expertise with Splunk products
- Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience