Description
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.
What You'll Do:
- 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
We're Looking For:
Education
- Associate's degree or equivalent experience required
- Bachelor's degree in Computer Science, MIS, or similar experience a plus
Experience and Skills
Must Haves:
- 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
Good 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)
About Tanium
Tanium is the Autonomous IT company. Driven by AI and real-time endpoint intelligence, Tanium Autonomous IT empowers IT and security teams to make their organizations unstoppable.
Taking care of our team members
Each of our team members 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.