Splunk Support Engineer

Hire Type : Full Time About the job you're considering Looking to hire Customer Support Analyst, who will serve as the primary point of contact for client’s customers receiving Splunk services. This role is responsible for managing customer inquiries across multiple channels, ensuring timely triage, ownership, and resolution of issues related to Customer Support Investigation (CSI). Your role Support customer service transactions through below media channels: •CRM (Customer Relationship Management)– Case Processing / Email/ Queue Support •Chat (future Capability) Support internal and external customers across multiple transaction types as follows: •Creating a case within Salesforce.com to coordinate scheduling and communications of Cloud work. •Coordinate information between 2 CRMs (Salesforce.com – External, and Jira – Internal). •Interdepartmental updates to status of requests from internal and external customers. •Accurately gather information from the customer – contract number, issue, name, product – then create a case and route the correct queue using Salesforce.com •When escalating a P1/P2, create a bridge (i.e., Zoom/Webex) and perform a warm handoff to the Splunk support engineer Handle all inquiries regarding Services listed above from client’s customer(s) using Splunk’s provided CRM.

When responding, Supplier shall take ownership of the issue, providing the primary interface to resolve the customer’s inquiry, and drive to resolution, which may mean follow-ups to the customer or escalation to the appropriate Splunk resource. Handle all inquiries regarding Services listed above from client’s Customer(s). Log updates in case notes and attempt to resolve the issue.

Your skills and experience 2-5 years’ experience in technical customer support, helpdesk, or support operations (preferably L1/L2). Hands‑on experience working with CRMs such as Salesforce or Splunk‑based systems. Strong written and verbal communication skills.

Ability to manage multiple cases concurrently in a fast‑paced environment. Analytical mindset with strong problem‑solving skills. Ability to collaborate across technical and business teams.

Nice to have Prior exposure to Splunk products, observability tools, or enterprise software support. Experience supporting large enterprises or telecom customers. Familiarity with incident management, escalation processes, and root cause analysis.

The base compensation range for this role in the posted location is: CAD 41,100- CAD 89,230. Benefits Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) Life and disability insurance Employee assistance programs Other benefits as provided by local policy and eligibility Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.

We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position.

Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process.

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