Technical Account Manager

Summary

Join Tanium as a Support Engineer and play a crucial role in serving customers by resolving technical issues and answering questions. With opportunities to build new skills and improve customer experience, this role reports to a Support Manager.

Requirements

• Education: Associates degree or equivalent experience required
• BS degree in Computer Science, MIS, or similar experience a plus
• 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

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

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