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Location: Fully Remote, MST or CST preferred Core hours: 9am-3pm CST plus flexible hours to support customer needs
Work Status: Only US Citizens will be considered for this opportunity due to government customer requirements. Candidates must be willing and able to complete government security clearance requirements
We are seeking a technically competent, customer-focused professional passionate about Splunk, data, security, and driving customer success. As a Splunk Technical Support Analyst, you will provide technical support and, more importantly, play a crucial role in helping customers achieve their desired outcomes with the Splunk platform. Supporting our Splunk Expertise on Demand (EOD) service, you'll be instrumental in guiding customers to fully leverage Splunk's capabilities, from basic issues to advanced use cases.
In this customer facing role, you will work with customers everyday to ensure achievement of mission-critical business outcomes with the Splunk platform. You will also support Kinney Group’s Atlas platform. This one-of-a-kind proprietary solution enables customers to achieve more value and impact with Splunk. Working directly with our product and development teams to ensure Atlas is equipped with features and capabilities our customers need.
Key Responsibilities:
Partner with customers to understand their goals and help them maximize value from the Splunk platform
Provide technical guidance and support, addressing issues ranging from basic to advanced levels
Proactively identify opportunities for customers to enhance their use of Splunk and Atlas to achieve better outcomes
Develop and share best practices to help customers optimize Splunk implementations
Analyze customer usage patterns and suggest improvements driving adoption and success
Collaborate with account teams to ensure customer satisfaction and promote platform expansion
Contribute to the development of resources enabling customer self-sufficiency
Stay current with Splunk products, features, and industry trends to provide cutting-edge advice
Be a conduit between customers and our product development team to ensure the Atlas platform meets and exceeds the needs of our valued customers
Required Qualifications:
Bachelor's degree in Computer Science, Information Technology, Data Analytics, Informatics or a related field
Minimum of 6 months of experience in a full-time, customer-facing technical support role; Development experience of at least one year may be substituted for customer-facing experience
Technical competency in Data, Security, or Development disciplines with demonstrated troubleshooting skills to resolve technical issues
Excellent communication skills including written communication and the ability to verbally convey technical concepts to various audiences
Exposure to Linux/Unix and Windows operating systems as well as cloud technologies such as AWS
Knowledge of networking concepts, protocols, and troubleshooting techniques
Genuine interest in Splunk technology and its practical applications
Commitment to customer success and driving positive outcomes
Strong customer advocacy with a focus on driving measurable outcomes
Curiosity and a resilient, positive attitude to persevere through complex issues
Learning aptitude and eagerness to solve business challenges using technology
Preferred Qualifications:
Experience with Splunk software platform and its various use cases
Splunk certifications (e.g., Splunk Core Certified User, Splunk Core Certified Power User, Splunk Administrator)
Familiarity with SQL and relational databases
Basic knowledge of scripting languages (e.g., Python, Perl, Shell scripting)
Experience in log analysis, SIEM, or related data analysis fields
Understanding of cloud technologies (AWS, Azure, GCP)
Demonstrated relationship-building skills
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