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

Cisco
Boulder
Workplace: HybridFull timeUSD 94,200 - 125,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Troubleshooting","Analytical thinking","Written communication","Verbal communication","Time management"]

Provide break-fix and premium support for customers using Splunk Observability Cloud, guiding issue resolution and escalations within SLA. Communicate clearly via phone and Webex, investigate technical problems to identify root causes, and help reproduce issues with detailed bug reports for Engineering when needed. Partner with Splunk Development Engineers and Customer Success teams, and contribute to technical knowledge content so customers can self-serve. This hybrid role requires up to 3 days onsite in Boulder or Richardson.

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FursaFursa
Cisco
Cisco
4 weeks ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Provide break-fix and premium support for customers using Splunk Observability Cloud, guiding issue resolution and escalations within SLA. Communicate clearly via phone and Webex, investigate technical problems to identify root causes, and help reproduce issues with detailed bug reports for Engineering when needed. Partner with Splunk Development Engineers and Customer Success teams, and contribute to technical knowledge content so customers can self-serve. This hybrid role requires up to 3 days onsite in Boulder or Richardson.
Location: Boulder
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Support customers using Splunk Observability Cloud, guiding resolution and escalations in line with SLA guidelines.
  • •Provide clear written and verbal customer communication, including phone and Webex-based support.
  • •Collaborate with Splunk Development Engineers and Customer Success teams to address customer problems.
  • •Create technical knowledge content to empower customer self-service.
  • •Investigate issues to determine root causes, propose solutions/workarounds, reproduce problems, and escalate to Engineering with detailed documentation and bug reports.

Pay and Benefits

Salary: USD 94,200 - 125,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid ParentalLong-term DisabilityLife Insurance

Key Requirements

  • •Must be local to Boulder, CO or Richardson, TX, or be willing to relocate.
  • •Must be a U.S. Citizen due to potential access to U.S. export-controlled and sensitive government data.
  • •Flexibility to participate in on-call rotations to support federal customers.
  • •3+ years of experience in customer support, technical account management, or a related field.
  • •Foundational understanding of Kubernetes, REST APIs, cloud computing, and observability concepts.
Experience:3+ years
Education:Bachelor's in computer science
Skills:TroubleshootingAnalytical thinkingWritten communicationVerbal communicationTime management
Tech Stack:Splunk Observability CloudSaaSLoggingMonitoringTracingWebexKubernetesREST APIsCloud computing.NETJavaNode.JS

Eligibility

Nationality:US National

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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Glassdoor: 4.0
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