Job Description
Title: Associate Support, Technical Account Management
Location: Remote – US
The Basics:
At Tanium, our Support TAM fulfills a necessary role in our organization to serve our customers by resolving technical issues and answering technical questions that customers have in a timely manner. With a primary focus on customer satisfaction, Support TAM’s work both reactively and proactively to improve the overall experience of our customers when using Tanium. This role will report to a Support Manager.
As an Associate Support TAM, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.
What You’ll Do:
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
We’re Looking For:
Education
- Associates degree required
- BS degree in Computer Science, MIS, or related field
Experience and Skills
Must Haves:
- 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.
Good to Have:
- 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.).