Associate Technical Support Engineer
Tanium is the Autonomous IT company that empowers IT and security teams with real-time endpoint intelligence. The Associate Technical Support Engineer will resolve technical issues and answer customer questions while focusing on improving customer satisfaction and experience with the Tanium platform.
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
Skills
- Associates degree or equivalent experience required
- 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
- 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, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python.)
Benefits
- Equity awards
- 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
- Other well-being benefits
Company Overview
Company H1B Sponsorship