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 TAMs work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role will report to a Support Manager. As a 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 :
- Assisting customers by : Triaging inbound support casesSolving customer support casesWorking with other Support Engineers to assist with their assigned casesAnswering customer questions in the Tanium community site
- Improve customer experience by : Documenting best practicesTracking activity, documenting root cause, and reportingServing as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the areaTesting 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 requiredBS degree in Computer Science, MIS, or similar experience a plusExperience and Skills
Must Haves :
3+ years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and / or programmingAbility to master new concepts and technologies; continually striving to master the Tanium platform and modulesProblem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to othersAptitude for comprehending complex troubleshootingGood Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtimeIndependent; 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 issuesGood to Have :
Hands-on Tanium experienceRelevant 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.)Core Competencies
Demonstrates initiative and motivationExcellent oral and written communication skillsTeam playerPerson of high ethics and integrityAbility to work in a fast-paced, changing environmentAdditional Offerings
Attractive remuneration and comprehensive benefitsAll full-time employees are eligible to receive restricted stock units. You can own part of the company you help to buildA value-based, transparent culture that fosters collaboration and innovationAbility to work with global customersAbility to work on complex and strategic global projects and initiativesCareer development opportunitiesHealth, dental, and vision coverage - Tanium paying 100% of the premiumLife & Disability + Critical Illness benefits - Tanium paying 100% of the premiumPension Plan