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 SummarySplunk is seeking a Senior 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 doProvide outstanding service and technical support to Splunk customers and maintain positive customer relationshipsTake ownership of resolving customer problems while ensuring an outstanding customer experienceDevelop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise SecurityTroubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environmentsCreate, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service principles and methodologyReproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developersDrive continuous improvement of tools, processes, and product supportabilityPerform other job-related duties as assigned and participate in special projectsMust-have QualificationsOutstanding interpersonal skills, and excellent communication - both verbal and writtenExtensive experience with Enterprise Security5 + years of proven experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS5+ years of demonstrated 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 positionUnderstanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshootingKnowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languagesLogical approach to problem solving with strong troubleshooting skillsExcellent time management skills with the ability to adapt to changing priorities of customer issuesDemonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledgePassionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updatesNice-to-have QualificationsPrior experience with SplunkKnowledge of security industry tools, such as Nessus, Sentinel, and other relevant toolsExposure to AWS (including Amazon EC2 and S3) or Google Cloud PlatformKnowledge of containerized technologies, such as Docker and KubernetesExperience with JSON, REST API, and similar technologiesExperience providing SaaS supportUnderstanding of regular expressions (Regex)Security industry certification (CISSP, CISM, GSEC, CEH, Security+)Experience in Business Analytics is a plusSplunk is an Equal Opportunity EmployerAt Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. 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.
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Base Pay Range
Costa Rica
Base Pay: CRC 28,000,000.00 - 38,500,000.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the base pay range is a guideline and for candidates who receive an offer, the base pay will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to base pay, this role is eligible for incentive compensation and may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.
Thank you for your interest in Splunk!