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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced technical support capabilities in cloud technologies, with a strong focus on problem-solving, technical writing, and collaboration across teams. Proficient in building lab environments and utilizing diagnostic tools to enhance resolution processes.
Highest-signal resume keywords
Advanced Technical Support ExperienceCloud Technologies ExpertiseLab Environment SetupTechnical Writing SkillsProfessional-Level Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportProblem SolvingIntegrated SolutionsTechnical DocumentationAI-Assisted AutomationDiagnostic ToolsCloud TechnologiesLinuxKubernetesSplunk Troubleshooting
Soft Skills
CollaborationMentoringFlexibility
Tools & Technologies
AWSSplunkDiagnostic ToolsAI-Assisted Automation
Certifications & Qualifications
Splunk CertificationProfessional-Level Certification
Industry Keywords
Cloud TechnologiesTechnical SupportIntegrated ArchitecturesUser DocumentationQuality Issues
Tech Stack
Tools & technologiesAWSCloudKubernetesLinuxSplunk
About the role
Key responsibilities & impact- Provide advanced technical support to customers across Splunk Cloud technologies
- Own complex technical cases from investigation through resolution
- Coordinate with customers, partners, Engineering, and internal stakeholders
- Support premium offers and solution support using systems-level understanding of integrated architectures and customer environments
- Submit critical issues and identify bugs, defects, and quality issues
- Build lab setups and customer recreates to reproduce, isolate, and resolve technical problems
- Interpret user documentation, functional specifications, and RFCs to guide solutions
- Use software, diagnostic, AI-assisted automation, and other tools to improve resolution speed, accuracy, productivity, and quality
- Apply TAC policies and procedures and maintain high-quality user documentation throughout the case lifecycle
- Produce and share intellectual capital, including scripts, digital signatures, documentation, and training
- Identify recurring issues, enhancement opportunities, and resolution patterns
- Participate in shift coverage aligned with TAC operational requirements
- Collaborate with customers, partners, Engineering, TCEs, Global Delivery Partners, CAP Managers, and TAC Technical Leaders
Requirements
What you’ll need- 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)
- 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 troubleshooting
- Technical writing and knowledge-sharing skills, including scripts, digital signatures, documentation, and training
- Ability to mentor peers and collaborate across teams
- Professional-level certification (for example, Splunk Certs) or equivalent relevant certification
Benefits
Comp & perks- Hybrid work arrangement
- Opportunities to grow and build at Cisco
- Collaboration with a worldwide network of experts
- Professional-level certification opportunities (for example, Splunk Certs)