Technical Support Engineer

<p><strong>This position requires Japanese fluency.</strong></p> <p><strong>The Basics:</strong></p> <p>At Tanium, our Support Engineers fulfill a necessary role in our organization by serving our customers in resolving technical issues and answering technical questions in a timely manner. With a primary focus on customer satisfaction, Support Engineers work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role reports to a Support Manager.</p> <p>As a Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.</p> <p><strong>What You’ll Do:</strong></p> <ul> <li><span style="font-weight: 400;">Assisting customers by:</span> <ul> <li><span style="font-weight: 400;">Triaging inbound support cases</span></li> <li><span style="font-weight: 400;">Solving customer support cases</span></li> <li><span style="font-weight: 400;">Working with other Support Engineers to assist with their assigned cases</span></li> <li><span style="font-weight: 400;">Answering customer questions in the Tanium community site</span></li> </ul> </li> <li><span style="font-weight: 400;">Improve customer experience by:</span> <ul> <li><span style="font-weight: 400;">Documenting best practices</span></li> <li><span style="font-weight: 400;">Tracking activity, documenting root cause, and reporting</span></li> <li><span style="font-weight: 400;">Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area</span></li> <li><span style="font-weight: 400;">Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience</span></li> </ul> </li> </ul> <p><strong>We’re Looking For:</strong></p> <p><strong>Education</strong></p> <ul> <li>Associates degree or equivalent experience required</li> <li>BS degree in Computer Science, MIS, or similar experience a plus</li> </ul> <p><strong>Experience and Skills</strong></p> <p><strong>Must Haves:</strong></p> <ul> <li style="font-weight: 400;">3+ years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming</li> <li style="font-weight: 400;">Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules</li> <li style="font-weight: 400;">Problem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others</li> <li style="font-weight: 400;">Aptitude for comprehending complex troubleshooting</li> <li style="font-weight: 400;">Good Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtime</li> <li style="font-weight: 400;">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</li> </ul> <p><strong>Good to Have:</strong></p> <ul> <li style="font-weight: 400;">Prior experience and breadth of knowledge needed to support customers</li> <li style="font-weight: 400;">Hands-on Tanium experience</li> <li style="font-weight: 400;">Relevant technical certifications (Google IT SupportProfessional Certificate, CISSP, MCSE,A+/Security+/Network+ combined, etc.)</li> <li style="font-weight: 400;">For Federal Roles only: <ul> <li style="font-weight: 400;">Security clearance or ability to obtain a security clearance may be required</li> <li style="font-weight: 400;">8140.1 training/8570 certification may be required</li> <li style="font-weight: 400;">Prior military service in a related field (e.g. NavyCryptologic Technician - Networks, USAF 3D or 1B,Army 17C or 35Q, 25D, etc.) a plus ... (truncated, view full listing at source)