Associate Technical Support Engineer

The Basics:

At Tanium, our Associate Technical Support Engineers 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, Associate Technical Support Engineer’s work both reactively and proactively to improve the overall experience of our customers when using Tanium. This role will report to a Global Support Manager. 

As an Associate Technical Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging. 

This position follows the Company’s hybrid schedule which currently requires employees to work in the office at one of the following locations a minimum of three days per week: Bellevue, WA; or Emeryville, CA.

What You’ll Do:

• 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

We’re Looking For:

Education

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

Experience and Skills

Must Haves:

• 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

Good to Have:

• 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, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)

About Tanium 

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visit www.tanium.com and follow us on LinkedIn a