What You'll Do

• Provide advanced technical support to customers across Splunk Cloud technologies, resolving issues across a broad range of complexity.

• Own complex technical cases from investigation through resolution, coordinating with customers, partners, Engineering, and internal interested parties.

• Operate independently on most cases, collaborating and consulting with others when issues span multiple products, technologies, or systems.

• Support premium offers and solution support with a systems-level understanding of integrated architectures and customer environments.

• Submit effective critical issues with complete and accurate information; identify and submit bugs, defects, and quality critical issues.

• Build complex lab setups and customer recreates to reproduce, isolate, and resolve technical problems of diverse scope and complexity.

• Read and interpret user documentation, functional specifications, and RFCs to guide solving and solution design.

• Leverage software, diagnostic, AI-assisted automation, and other tools to improve resolution speed, accuracy, productivity, and quality.

• Apply TAC policies and procedures independently and maintain high-quality user documentation throughout the case lifecycle.

• Produce and share intellectual capital, including scripts, digital signatures, documentation, and training, for internal audiences, Global Delivery Partners, and customers.

• Contribute to continuous improvement and product quality by identifying recurring issues, enhancement opportunities, and resolution patterns.

• Participate in shift coverage aligned with TAC operational requirements.

Who You'll Work With

• Customers and partners, to understand technical environments, set expectations, and take ownership for customer success.

• Engineering and internal customers, to resolve complex issues, submit product-quality feedback, and improve solutions.

• TCEs, Global Delivery Partners, CAP Managers, and TAC Technical Leaders, to share expertise, align case strategy, and scale standard processes.

Who You Are

• A senior technical consultant who is an expert in at least one area and has broad knowledge across the relevant technology and complete solution.

• An independent problem solver who applies systems-level thinking to increasingly complex and integrated solutions.

• A clear communicator and relationship builder who takes ownership for customer success and can act as a liaison between field teams and Engineering.

• A collaborative peer who mentors junior TCEs, shares knowledge, and influences case strategy and resolution quality across teams.

• A curious, adaptable technologist who uses labs, AI, software, automation, and diagnostic tools to improve technical outcomes.

Our minimum requirements

• 5 years of related experience or Bachelor's degree with 3 years of experience

• Demonstrated advanced technical support experience in Cloud related technologies including solving integrated solutions.

• Flexibility to support either Shift 3 (06:30–15:30 CST/CDT) or Shift 4 (10:30–19:30 CST/CDT), ensuring seamless coverage aligned with TAC operational requirements.

Desired Skills

• Experience building lab environments and customer recreates to isolate defects and reproduce complex issues.

• Working knowledge of software, AI-assisted automation, diagnostic tools, AWS, Kubernetes, Linux, and Splunk product deployment or solving

• Technical writing and knowledge-sharing skills, including scripts, digital signatures, documentation, and training.

• Ability to mentor peers and collaborate across teams to improve resolution quality and customer outcomes.

• Professional-level certification (for example, Splunk Certs) or equivalent relevant certification.

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.