Technical Support Engineer

The Basics:

At Tanium, our Support Engineers fulfill a necessary role in our organization by serving our customers in 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. This role reports to a Support Manager.

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:

• Assisting customers by:
  • Triaging inbound support cases
  • Solving customer support cases
  • Working with other Support Engineers to assist with their assigned cases
  • Answering customer questions in the Tanium community site

• Improve customer experience by:
  • Documenting best practices
  • 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 to the Engineering teams on how we can improve the overall customer experience

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

Must Haves:

• 3+ years into their career 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; 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 Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtime
• 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 SupportProfessional Certificate, CISSP, MCSE,A+/Security+/Network+ combined, etc.)
• Experience in one or more of the following technical domains: Endpoint Security, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)

About Tanium