Technical Account Manager

Summary

Join Tanium as a Support, Technical Account Manager (STAM) and play a crucial role in resolving technical issues and answering questions for our enterprise customers. Focusing on customer satisfaction, you'll work reactively and proactively to enhance their Tanium experience. This role offers continuous opportunities to utilize and expand your technical skills, from scripting to debugging. The position requires 3-8 years of relevant experience and is based in the Western United States (Mountain or Pacific Time Zone). You will report to a Support Manager and contribute to a collaborative and diverse team.

Requirements

• Associates degree required from an accredited school
• 3-8 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
• Qualified candidates must live in Western United States (Mountain or Pacific Time Zone)

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, & reporting
• Serving as a technical subject matter expert, focusing mostly on the testing & troubleshooting aspects of the area
• Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience

Preferred Qualifications

• BS degree in Computer Science, MIS, or similar experience
• 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.)
• Ability to work in a fast-paced, changing environment

Benefits

• 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
• Equity awards
• 5 days set aside as volunteer time off (VTO)