Description
This position's designated to the afternoon shift running between 15:00 and 23:00 local time.
At Tanium, our Technical Support Engineer (TSE) fulfills a necessary role in our organization to serve our customers by resolving technical issues, educating customers, helping them in difficult situations and contributing to overall Solution quality.
With a primary focus on customer satisfaction, Technical Support Engineers work both reactively and proactively to improve the overall experience of our customers when using Tanium.
This role will report to a Global Support Manager.
As a Technical Support Engineer, you'll have continuous opportunities to apply your best technical and troubleshooting skills while building new ones, especially those centered around Tanium and artificial intelligence infused tools.
What You'll Do:
- Assist customers by:
- Triaging inbound support cases
- Solving customer support cases
- Collaborating with other Support Engineers to assist with their assigned cases
- Sharing knowledge (education)
- Improve customer experience by:
- Documenting best practices (creating Knowledge Base)
- Tracking activity, documenting root cause, and reporting
- Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area
- Testing Tanium and providing feedback and enhancement suggestions to the Engineering teams to positively impact Product evolution
We're Looking For:
- Education - Associates degree or equivalent experience required
- BS degree in Computer Science, MIS, or similar experience a plus
Experience and Skills:
- 3+ years into their career field with solid technical skills in one or more areas of IT administration, operating systems, endpoint management, networking, security, IT operations, scripting, and/or programming.
- Ability to master new concepts and technologies
- Problem solving & troubleshooting; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others.
- Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; able to participate in projects and follow technical support procedures only requiring help on more complex initiatives or issues.
- Team player; experienced sharing responsibilities with others and working towards common goal
- Integrity; always focused on doing the right thing; being a role model for others
- Good command of English language in speaking and writing
Good to Have:
- Prior experience supporting customers
- Previous exposure to Tanium
- Familiarity with AI tools
Benefits:
- 5 days set aside as volunteer time off (VTO) to contribute to the communities