Remote Associate Support, Technical Account Manager

Summary

Join us at Tanium as an Associate Support Technical Account Manager to serve customers by resolving technical issues and improving their experience. This role will report to a Support Manager and require working flexible shifts and on-call schedules.

Requirements

• Education: BS degree in Computer Science, MIS, or related field - or relevant and equivalent work experience
• 1-3 years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming - or previous Tanium experience
• 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 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

Responsibilities

• Solving customer issues by: Triaging, managing and solving reported customer issues and cases
• Assisting customers with Tanium platform/module upgrades
• Working with other Support TAMs (STAMs) to assist with their assigned cases
• Able to work flexible shifts and on-call schedules to ensure availability for customer issues
• Improve customer experience by: Tracking activity, documenting root cause, and reporting
• Testing and troubleshooting the Tanium platform and customer environmental issues with a goal of becoming a subject matter expert
• Testing Tanium and providing feedback to Engineering teams on how we can improve the overall customer experience
• Document best practices
• Participating in Technical panel interviews for STAM candidates as needed

Benefits

• Annual base salary range: $45,000 to $130,000
• Equity awards
• 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