Technical Support Engineer

As a Technical Support Engineer at Tanium, you will play a crucial role in serving enterprise customers by resolving technical issues and answering technical questions in a timely manner.

Your primary focus will be on customer satisfaction, working both reactively and proactively to improve the overall experience of Tanium's customers.

Responsibilities:

• Assist customers by triaging inbound support cases, solving customer support cases, and working with other Support Engineers to assist with their assigned cases.
• Answer customer questions in the Tanium community site.
• Improve customer experience by documenting best practices, tracking activity, documenting root cause, and reporting.
• Serve as a technical subject matter expert, focusing on testing and troubleshooting aspects of the area.
• Test Tanium and provide feedback to the Engineering teams on how to improve the overall customer experience.

Requirements:

• Associate's degree or equivalent experience required.
• Bachelor's degree in Computer Science, MIS, or similar experience a plus.
• 3+ years of experience in a technical field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming.
• Ability to master new concepts and technologies, continually striving to master the Tanium platform and modules.
• Strong problem-solving skills, with the ability to break problems down into manageable parts and convey the problem statement and plan to others.
• Aptitude for comprehending complex troubleshooting.
• Good judgment, with the ability to weigh cost and value in decision-making.
• Independent worker, able to work on problems with limited assistance.

Nice to Have:

• Prior experience and breadth of knowledge needed to support customers.
• Hands-on Tanium experience.
• Relevant technical certifications.
• Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting.

Benefits:

• 5 days of volunteer time off (VTO) to contribute to the community.