Technical Support Engineer, Splunk o11y, Cloud; FedRAMP - Boulder, CO or Richardson, TX - Hybrid

Application window closes on 08/31/2026. Job posting may be removed earlier if position is filled or if a sufficient number of applications are received.

This role must be local to Boulder, CO or Richardson, TX ONLY - must be local or willing to relocate.

This role is Hybrid and will require up to 3 days a week in either Boulder or Richardson office.

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.

• 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, elevate cases to Engineering when necessary, and provide comprehensive documentation.

• Applicants must be local to Boulder, CO or Richardson, TX.
• 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.
• Strong troubleshooting and analytical abilities with exceptional verbal and written communication skills.

• 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.

Starting salary range for this position is $94,200.00 to $ (U.S. and/or Canada locations). Individual pay is determined by the candidate's hiring location, market conditions, job‑related skillset, experience, qualifications, education, certifications, and/or training.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, including medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long‑term disability coverage, and basic life insurance. Employees may be eligible to receive restricted stock units, which vest following continued employment with Cisco for defined periods of time.

Paid holidays: 10 paid holidays per full calendar year plus 1 floating holiday for non‑exempt employees. One paid day off for birthday, year‑end shutdown, and 4 paid days off for personal wellness activities. Non‑exempt employees receive 16 days of paid vacation per full calendar year; exempt employees may use unlimited flexible vacation time.

80 hours of sick time off on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward.

Optional 10 paid days per year to volunteer.