Technical Support Engineer, Splunk o11y Cloud; Fedramp

Technical Support Engineer, Splunk o11y Cloud (Fedramp)

Join as we pursue a world‑class observability platform combining logging, monitoring, and tracing. This role supports customers on the Splunk Observability Cloud SaaS solution, providing break‑fix, operational maintenance, and premium support services.

• Support customers who have implemented the Splunk Observability Cloud SaaS solution, guiding resolution of 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, and provide comprehensive documentation.

• U.S. Citizen – required due to potential access to export‑controlled technologies.
• 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.

• Flexibility to participate in on‑call rotations may be required to support federal customers.

Equal employment opportunity statement.