Remote Associate Support, Technical Account Manager

Summary

Join Tanium as a Support TAM to serve customers by resolving technical issues and answering questions in a timely manner. As an Associate Support TAM, you'll have opportunities to apply your best technical skills while building new ones.

Requirements

• Associate’s degree required
• BS degree in Computer Science, MIS, or related field
• 1+ 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 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 TAM’s 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: Documenting best practices
• 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
• Participating in Technical panel interviews for STAM candidates as needed

Preferred Qualifications

• Prior customer/technical support experience and knowledge
• Hands-on Tanium experience
• Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.)
• Experience/certification/education in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python)