Technical Consulting Engineer - Splunk Cloud

About the role

Cisco is hiring a Technical Consulting Engineer to provide advanced technical support to customers across Splunk Cloud technologies. The role covers complex cases from investigation through resolution, working with customers, partners, Engineering and internal stakeholders, and includes shift coverage aligned with TAC operational requirements.

Key responsibilities

• Resolve complex technical issues across a broad range of complexity, operating independently on most cases and collaborating when issues span multiple products or systems.
• Support premium offers and solution support with a systems-level understanding of integrated architectures and customer environments.
• Submit critical issues, bugs, defects and quality issues with complete and accurate information.
• Build complex lab setups and customer recreations to reproduce, isolate and resolve problems.
• Read and interpret user documentation, functional specifications and RFCs to guide solution design.
• Use software, diagnostic, AI-assisted automation and other tools to improve resolution speed, accuracy and quality.
• Apply TAC policies and procedures independently and maintain high-quality user documentation.
• Share scripts, digital signatures, documentation and training with internal audiences, Global Delivery Partners and customers.
• Identify recurring issues and enhancement opportunities, and participate in shift coverage.

Required profile

• Senior technical consultant with at least 5 years of related experience, or a Bachelor's degree with 3 years of experience.
• Demonstrated advanced technical support experience in cloud-related technologies, including integrated solutions.
• Flexibility to work Shift 3 (06:30-15:30 CST/CDT) or Shift 4 (10:30-19:30 CST/CDT).
• Clear communicator and relationship builder who acts as a liaison between field teams and Engineering.
• Collaborative peer who mentors junior TCEs and shares knowledge.

Required skills

• Desired: experience building lab environments and customer recreations to isolate defects.
• Desired: working knowledge of AWS, Kubernetes, Linux and Splunk product deployment.
• Desired: technical writing and knowledge-sharing skills, including scripts, digital signatures, documentation and training.
• Desired: professional-level certification such as Splunk Certs or equivalent.