Associate Technical Support Engineer

This position requires Japanese fluency.

At Tanium, our Support Engineers play a crucial role in serving our customers by resolving technical issues and answering technical questions in a timely manner. With a primary focus on customer satisfaction, Support Engineers work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium.

As a Support Engineer, you'll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.

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 mostly on the 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.
• Problem-solving skills; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others.
• Aptitude for comprehending complex troubleshooting.
• Good judgment; understand the importance of weighing cost and value in decision making and practice making good judgment calls with improved consistency over time.
• Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; participate in projects and follow technical support procedures only requiring help on more complex enterprise initiatives or issues.

Nice to Have

• Prior experience and breadth of knowledge needed to support customers.
• Hands-on Tanium experience.
• Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.).
• Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python).

Benefits

• Each team member has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.