Technical Support Engineer null

About Splunk Australia

Splunk Australia is the data platform leader for security and observability. Their extensible data platform powers enterprise observability, unified security and limitless custom applications to help tens of thousands of organizations turn data into doing so they can unlock innovation, enhance security and drive resilience.

To learn more about Splunk Australia, watch this video.

Your role

Splunk Australia is seeking a Technical Support Engineer to join their global technical support organization offering 24/7 support for their customers around the world. This is a very dynamic role where you will provide technical product expertise and excellent customer experience around Splunk’s core platform, and participate in ongoing projects around tools, knowledge management, their growing marketplace of solutions, and more. Their team operates on a 7-day global coverage model, and as a result, their support engineers are occasionally asked to work on weekends.

Responsibilities

• 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
• Champion their customers throughout the entire support case journey
• Develop and maintain a deep understanding of the Splunk product and related technologies, with a focus on their core platform
• 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 (KCS) 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

Training & development

Tech evolves at lightspeed — that's why Splunk Australia helps their employees keep their skills sharp with on-site and online courses, provide management training, and connect the perfect professional pairings through their employee mentorship program.

• Training reimbursement
• Mentorship program
• Managerial training
• Unlimited e-learning
• Read more...

Salary & benefits

Roles as a Technical Support Engineer may earn an average of A$60,000 to A$85,000. (Source: Glassdoor)

Great benefits, ongoing training, fun employee events, giving back and a diverse and inclusive workplace — that's the Splunk experience. Splunk Australia hires great people who do their best work when they've got a healthy work-life balance, awesome colleagues and plenty of ways to unwind!

• Spark Wellbeing
• Pwny Perks
• Financial Wellbeing
• Read more...

Career progression

Tech evolves at lightspeed — that's why Splunk Australia helps their employees keep their skills sharp with on-site and online courses, provides management training and connects the perfect professional pairings through their employee mentorship program. Their values are what makes Splunk, Splunk. Splunkers are encouraged and empowered to be Innovative, Passionate, Disruptive, Open and Fun. They recognize employees who consistently demonstrate their values — employees are nominated by their peers and winners are selected by their Value Ambassadors. Read more.

Work life balance

Splunk Australia supports disconnecting from work with the following:

• PTO and Sick Days
• Paid quarterly “Rest Days” for all Splunkers globally
• Paid holidays
• Two annual paid breaks
• Read more...

*Amount varies per region and country.

Culture & vibe

Splunk Australia's commitment to diversity, equity and inclusion is critical in fulfilling its vision to deliver clarity, accelerate positive change, strengthen and lift up communities, and create a more just world. Data illuminates the path to achieving their diversity, equity and inclusion goals so that all Splunkers can feel safe and thrive. Read more.

About You

Must have:

• Outstanding interpersonal skills and excellent communication - both verbal and written
• Foundational experience with UNIX (Linux, *NIX), LDAP, Windows, or Mac OS
• Basic understanding of networking concepts (TCP/IP, UDP, DNS, NAT, gateways, etc.)
• The logical approach to problem-solving and 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:

• Experience in customer facing technical support, system administration role
• Exposure to cloud technologies such as AWS (including Amazon EC2 and S3), Google Cloud Platform, or Microsoft Azure
• Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
• Familiar with virtualization (VMWare, Hyper-V, KVM, etc.)
• Knowledge of JavaScript, Node.js, Apache, or similar front-end and web technologies
• Understanding of regular expressions (Regex) and relational databases

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to Splunk Australia.