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

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