# Technical Support Engineer

**Company**: Cisco
**Location**: Heredia, Costa Rica
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Heredia-Costa-Rica/Technical-Consulting-Engineer_2024456?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f85b5beb-214

## Description

The Splunk Technical Assistance Center (TAC) is dedicated to building a safer and more digital world by supporting the industry’s leading security and observability platform.

As a Technical Support Engineer, you will serve as a frontline expert for large global enterprise customers. You will drive rapid resolution of critical Priority 1 incidents, perform deep-dive root-cause analysis, and collaborate with engineering teams to improve product stability while mentoring peers to elevate the team's overall technical capability.

Responsibilities:

- Manage and resolve high-priority support cases by performing complex troubleshooting and providing rapid, durable technical workarounds.

- Communicate technical progress clearly to global customers and internal leadership, ensuring transparency throughout the incident resolution lifecycle.

- Reproduce customer-reported defects in controlled lab environments and author detailed bug reports to accelerate engineering fixes.

- Document technical findings, diagnostic procedures, and solutions in internal knowledge bases to improve incident readiness and peer-to-peer learning.

Minimum Qualifications:

- Possess a Bachelor’s degree in Computer Science, Engineering, Information Technology, or have work experience.

- Have 5 or more years of experience in an advanced technical support role supporting complex enterprise software applications.

- Demonstrate hands-on administrative and troubleshooting experience with UNIX/Linux (e.g., RHEL, CentOS) and Windows Server environments.

- Maintain proficiency in Python scripting, shell scripting (Bash), and Regular Expressions (Regex).

- Demonstrate technical knowledge of networking concepts, including TCP/IP, DNS, SSL/TLS, and HTTP/REST APIs.

Preferred Qualifications:

- Possess professional experience with Splunk Enterprise, Splunk Cloud, or Enterprise Security (ES).

- Hold relevant industry certifications, such as Splunk Certified Admin or Architect, or equivalent Linux/Cloud infrastructure certifications.

- Demonstrate a background in business intelligence, observability, or large-scale data analytics.

- Exhibit the ability to maintain composure and focus in high-stress, critical situations.

- Demonstrate the ability to explain complex technical information clearly to diverse audiences, including executive leadership.

The working schedule for this role is Wednesday through Saturday, from 9:00 AM to 7:00 PM CST.

## Skills

### Required
- Python scripting
- shell scripting (Bash)
- Regular Expressions (Regex)
- UNIX/Linux administration
- Windows Server administration
- TCP/IP
- DNS
- SSL/TLS
- HTTP/REST APIs

### Nice to have
- Splunk Enterprise
- Splunk Cloud
- Enterprise Security (ES)
- business intelligence
- observability
- large-scale data analytics

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Heredia-Costa-Rica/Technical-Consulting-Engineer_2024456?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)