Developer & Application Support Consultant (30386)

We are looking for a customer obsessed Developer Support Consultant to join our EMEA Support team. In this role you will be part of a team that takes pride in delivering an outstanding Application Development support experience. Your primary role involves collaborating with a team of Engineers and Consultants responsible for assisting Application Developers in resolving technical issues within the Splunk Apps space. Duties include prioritizing case work, managing case issues, creating great Support experiences, and ensuring an exceptional Customer Service Experience. You will be customer focused, independent, positive, self-motivated, proactive, outcome-driven, and able to monitor and deliver on your team's performance metrics. You are both curious and collaborative by nature and enjoy mentoring and developing team members.

In Splunk Support we LOVE to disrupt, we innovate to deliver exceptional customer and employee experience. 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 extraordinary work with great people. Come become one of us.

Find out more information below!

Responsibilities

• Provide outstanding service and technical support to Splunk App developers and maintain positive customer relationships
• 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.

Requirements

• Solid 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

Splunk is an Equal Opportunity Employer: At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements. 

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.

Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our comprehensive benefits and wellbeing offering at https://splunkbenefits.com.