Technical Support Engineer

Job Description

In Customer Support we LOVE to disrupt, we innovate to deliver a phenomenal experience. Diversity Matters, we harness our unique strengths to deliver the best outcomes. We work closely with several different parts of the organization to learn and educate each other, then we build the right solution for all parties; Transparency is at our core. We have fun doing great work with great people. Come become one of us. You will be responsible for managing customer technical queries and have a passion for providing an exceptional customer experience and a passion for problem solving. Find out more information below!
Responsibilities

Supporting both Global and Japan customers in technical aspects with respective languages
Develop a deep understanding of Splunk products
Provide technical support for enterprise customers
Ability to take ownership of their issues, troubleshoot and resolve technical problems across a range of environments
Exceptional troubleshooting skills to establish the root cause of problems and form a solution or workaround across a range of environments
Ability to reproduce customer issues and if necessary, file bug reports, escalate to engineering with proper and detailed documentation
Superb communication skills to effectively manage the customer relationship
Provide proper documentation content and participate in online forum support for real-time questions from Splunk users
Comfortable working in a fast-paced work environment and support products with frequent product releases and regular maintenance updates
Ability to seamlessly shift gears and focus is essential when supporting a product like Splunk
Provide documentation content and participate in online forum support for real-time questions from Splunk users

Requirements

Business level of English, Business level of Japanese
(Native level of Japanese is a plus!)
3-5 years of Customer support or technical support experience in IT industry
(Non technical support experience is also considerable as long as they have following skills)
Experience with the following systems is a must: Cloud(AWS/GCP,Azure), Linux, Windows, and Mac OS X
Experienced in troubleshooting of Storage/IOPS on OS environments is a MUST
Understanding of regular expressions (Regex) and Python scripting is a plus
Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML
Be able to isolate problems between hardware and software and provide information to the 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
Superior written and verbal communication skills are a must
Must be able to work in a fast-paced technical environment and support a product with frequent product releases and regular maintenance updates
5+ years’ experience in a Technical Support role
Pluses: Experience in Business Intelligence, Enterprise Security a plus but not required

Education

Bachelor’s degree in computer science, a related field or equivalent work experience

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
Splunk is an Equal Opportunity Employer: At 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.