Technical Support Engineer, Splunk o11y Cloud (Fedramp)

Cisco • Richardson, TX

1d

About The Position

Join us as we pursue our disruptive new vision to provide a world-class, real-time observability platform that combines logging, monitoring, and tracing.
We are seeking an individual with technical support or consulting experience to provide support services for the Splunk Observability Cloud solution. This individual will work closely with our customers and field delivery personnel to provide break-fix support, operational maintenance, and Premium support services. This position is an integral part of the long-term plan to grow the relationship with our customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in a fast-paced, customer-focused, and fun environment.
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 phenomenal work with great people. Come become one of us.
This role can be performed out of our Richardson, TX or Boulder, CO locations.

Requirements

• Applicants MUST be a U.S. Citizen due to the position may require access to U.S. export-controlled technologies, technical data, and/or sensitive government data.
• Flexibility to participate in on-call rotations may be required to support our federal customers.
• 3+ years of experience in customer support, technical account management, or a related field.
• A foundational understanding of Kubernetes, REST APIs, cloud computing, and observability concepts.
• Exceptional verbal and written communication skills.
• Strong troubleshooting and analytical abilities.

Nice To Haves

• Excellent time management skills with the ability to effectively prioritize SLA-driven customer issues.
• A passion for technology and a dedication to thriving in an ever-evolving technical environment.
• A customer-centric attitude and a strong willingness to learn.
• A Bachelor’s degree in computer science or a related field, or equivalent work experience.

Responsibilities

• Support customers who have implemented the Splunk Observability Cloud SaaS solution, guiding the resolution of customer issues and escalations in a professional and timely manner, adhering to SLA guidelines.
• Provide clear and effective written and verbal communication to customers, including phone and Webex-based support.
• Collaborate with Splunk Development Engineers and Customer Success teams to address customer problems effectively.
• Contribute to the creation of technical knowledge content to empower customer self-service.
• Utilize existing troubleshooting skills and web technologies knowledge, while further developing expertise in development languages such as .NET, Java, and/or node.JS.
• Thoroughly investigate technical issues to determine root causes and propose effective solutions or workarounds.
• Support the reproduction of customer issues, file detailed bug reports, escalate cases to Engineering when necessary, and provide comprehensive documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level