Associate Technical Support Engineer
About The Position
At Tanium, our Associate Technical Support Engineers fulfills a necessary role in our organization to serve our customers by resolving technical issues and answering technical questions that customers have in a timely manner. With a primary focus on customer satisfaction, Associate Technical Support Engineer’s 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 an Associate Technical Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging. This position follows the Company’s hybrid schedule which currently requires employees to work in the office at one of the following locations a minimum of three days per week: Bellevue, WA; or Emeryville, CA.
Requirements
- 0+ years in their career field with 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
- Associates degree or equivalent experience required
Nice To Haves
- BS degree in Computer Science, MIS, or similar experience a plus
- 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, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)
Responsibilities
- 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
Benefits
- In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
