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.