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Cisco · 2 weeks ago

Technical Support Engineer, Splunk o11y Cloud (Fedramp)

Richardson, Texas, US

Full-time

Hybrid

Mid Level

$94K/yr - $125K/yr

3+ years exp

Cisco is pursuing a disruptive vision to provide a world-class observability platform. They are seeking a Technical Support Engineer to provide support services for the Splunk Observability Cloud solution, working closely with customers and field delivery personnel to ensure effective resolution of issues.

Communications InfrastructureEnterprise SoftwareHardwareSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

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, escalate cases to Engineering when necessary, and provide comprehensive documentation

Qualification

Splunk Observability CloudKubernetesREST APIsCloud computing.NETJavaNode.JSTroubleshootingAnalytical abilitiesCustomer-centric attitudeCommunication skillsTime management

Required

Applicants 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

Exceptional verbal and written communication skills

Strong troubleshooting and analytical abilities

Preferred

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

Benefits

Medical, dental and vision insurance

A 401(k) plan with a Cisco matching contribution

Paid parental leave

Short and long-term disability coverage

Basic life insurance

10 paid holidays per full calendar year

1 floating holiday for non-exempt employees

1 paid day off for employee’s birthday

Paid year-end holiday shutdown

4 paid days off for personal wellness determined by Cisco

16 days of paid vacation time per full calendar year

Flexible vacation time off program

80 hours of sick time off provided on hire date and each January 1st thereafter

Up to 80 hours of unused sick time carried forward from one calendar year to the next

Optional 10 paid days per full calendar year to volunteer

Annual bonuses subject to Cisco’s policies

Company

Cisco

Glassdoor4.3

Cisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press.

Founded in 1984

San Jose, California, USA

10001+ employees