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Technical Support Engineer

2 months ago

London, United Kingdom Splunk Full time

Splunk is seeking a Technical Support Engineer - Observability to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing marketplace of solutions, and more.

Responsibilities:
  1. Work directly with customers and partners to provide Enterprise and Cloud Level Support
  2. Respond to and follow up on our client’s product related issues
  3. Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  4. Develop a deep understanding of the Splunk product
  5. Provide documentation and participate in online forum support for real-time questions
  6. Reproduce customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation
  7. Providing outstanding customer service and technical support to Splunk clients and maintaining customer relationships
  8. Assist in developing support tools to help troubleshoot issues
Requirements:
  • Experience in: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
  • Exposure to: AWS (including Amazon EC2) or GCP would be helpful
  • Experience in a Technical Support or Service Engineer capacity
  • An understanding of Relational Databases
  • Nice to have: Python, Shell Script, Perl, C++/C#/Java, XML, JSON
  • Experience of Splunk, Observability Tools or Business Intelligence is a plus
  • Logical approach to problem solving
  • Works well as part of a team and contributes to continuous improvement
  • Outstanding verbal/written communication skills, and relationship building capabilities
  • Excellent time management skills with the ability to prioritise customer issues effectively
  • Passionate about technology with a strong desire to work in a fast paced technical environment
  • Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
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