Remote Sr Technical Support Engineer Job in Massachusetts, United States Splunk

Who you are

• Experience with UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
• Understanding of regular expressions (Regex) and Python scripting
• Knowledge in Perl and shell scripting, XML, HTML
• Experience in Business Intelligence is a plus
• Be able to isolate problems between hardware and software and provide information to appropriate development team
• The ability to shift gears and focus is essential
• Solid knowledge of networking concepts
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Excellent written and verbal communication skills
• Able to work in a dynamic technical environment and support a product with frequent product releases and regular maintenance updates
• 5 to 7 years’ experience in a Technical Support role supporting business software applications
• Prior expertise with Splunk products

Desirables

• Solid knowledge of networking concepts
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• Excellent written and verbal communication skills
• Wide Ranging experience with advanced expertise or knowledge in one or more products or technologies, and could be known as a SME (Subject Matter Expert)

What the job involves

• Splunk is seeking a Sr Technical Support Engineer to provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, tackle and resolve customer problems, work with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.
• Provide technical support for enterprise customers. Develop a deep understanding of the Splunk product. Fix technical issues to establish the root cause of problems and form a solution or workaround across a range of environments. Provide documentation content and participate in online forum support for real-time questions from Splunk users. Reproduce customer issues and if necessary file bug reports, advance cases to engineering, and provide necessary documentation. Demonstrative work experience of Advanced Technical Support for Software applications. Wide Ranging experience with advanced expertise or knowledge in one or more products or technologies, and could be known as a SME (Subject Matter Expert). Able to provide Technical direction to other Technical Support team members