Technical Support Engineer (Security)

September 13, 2024

Splunk

San José

OTHER

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 Summary:

Splunk is seeking a 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 do:

Provide outstanding service and technical support to Splunk customers and maintain positive customer relationships
Take ownership of resolving customer problems while ensuring an outstanding customer experience
Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on our security line of products, such as Enterprise Security
Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow, while following Knowledge-Centered Service principles and methodology
Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product developers
Drive continuous improvement of tools, processes, and product supportability
Perform other job-related duties as assigned and participate in special projects

Must-have Qualifications:

Outstanding interpersonal skills, and excellent communication - both verbal and written
Extensive experience with Enterprise Security
Proven experience with UNIX (Linux, NIX), LDAP, Windows, or Mac OS
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 position
Understanding of networking concepts, including network security, log analysis, authentication protocols, and network troubleshooting
Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
Logical approach to problem solving with strong troubleshooting skills
Excellent time management skills with the ability to adapt to changing priorities of customer issues
Demonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledge
Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates

Nice-to-have Qualifications:

Prior experience with Splunk
Knowledge of security industry tools, such as Nessus, Sentinel, and other relevant tools
Exposure to AWS (including Amazon EC2 and S3) or Google Cloud Platform
Knowledge of containerized technologies, such as Docker and Kubernetes
Experience with JSON, REST API, and similar technologies
Experience providing Saa S support
Understanding of regular expressions (Regex)
Security industry certification (CISSP, CISM, GSEC, CEH, Security+)
Experience in Business Analytics is a plus

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.

Note:
Base Pay Range
Costa Rica
Base Pay: CRC 20,000,000.00 - 27,500,000.00 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.

We regret to inform you that this job opportunity is no longer available