Job Description

Role Summary

What you’ll get to do

• Take ownership of resolving App developers 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 Splunk Apps space.
• 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

Skills

• Detailed and organized, with a track record for understanding urgency and delivering quality results.
• Proven ability to deal with complex customer issues while using an empathetic approach that builds and maintains a strong customer bond.
• Demonstrated skill at recognizing business improvements and opportunities while working with customers.
• Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.
• Demonstrated ability to take an issue and own it to completion, without the need for escalation, even if it requires going over and above to complete the task.
• Comfortable hosting calls with multiple attendees, both technical and non-technical.
• Ability to provide ‘Value Added Support’ while investigating, developing and delivering creative business solutions for complex customer problems.
• Passionate about helping and educating customers on Splunk Best Practices.
• Demonstrated confidence in dealing with all levels of management, both internal and customer.
• Excellent written and verbal communication skills.
• Demonstrates a mature, balanced approach to work/home priorities.

Must-have Qualifications

• 8+ years Technical/ Customer Support or equivalent experience.
• Outstanding interpersonal skills, and excellent communication – both verbal and written
• Strong Splunk platform knowledge and experience. Preferably Splunk Cloud Certified Admin.
• Successful completion of the Building Splunk Apps training course.
• 3 years Splunk Admin experience with a proven track record of producing successful Splunk Apps or Addons.
• 3 years of experience and demonstrated competency using Python, UNIX(Linux), Java, .Net, Shell scripting, Splunk REST API with GO as a plus.
• 3 years of experience using Splunk SDK
• Experience in technical support, system administration, or similar technical role.
• Experience with cloud-based technologies and an understanding of modern application architecture. (Splunk Cloud preferred)
• Startup and hyper growth experience.
• Logical approach to problem solving with strong troubleshooting skills
• Excellent time management skills with the ability to adapt to changing priorities of customer issues
• Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates

Base Pay Range

SF Bay Area, Seattle Metro, and New York City Metro Area
Base Pay Range: $133,600.00 – 183,700.00 per year

California (excludes SF Bay Area), Washington (excludes Seattle Metro), Washington DC Metro, and Massachusetts
Base Pay Range: $120,240.00 – 165,330.00 per year

All other cities and states excluding California, Washington, Massachusetts, New York City Metro Area and Washington DC Metro Area.
Base Pay Range: $106,880.00 – 146,960.00 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.