Technical Support Engineer

This position requires Japanese fluency.

The Basics:

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.

As a Support Engineer, 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 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: 

• 3+ years into their career field with solid 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 
• Solid understanding of Windows operating systems, including administration, troubleshooting, and configuration in enterprise environments 
• Ability to independently own and drive complex, ambiguous, enterprise scale issues end to end with minimal supervision. 

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, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python) 
• Experience with Windows Server administration, Active Directory, Group Policy, and Windows-based endpoint management tools such as SCCM or Microsoft Intune  
• Familiarity with Windows event logs, registry, and system diagnostics for advanced troubleshooting in enterprise environments 
• Basic familiarity with macOS and/or Linux (for example: command-line navigation, log locations, basic troubleshooting), with a willingness to broaden coverage beyond Windows
• English skills for collaboration with global teams (for example: joining calls and troubleshooting sessions with escalation or engineering teams) 

About Tanium 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.  

As a global organization with stakeholders around the world, it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.  

Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years, and we continue to be recognized worldwide as a great place to work.

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

#LI-TO2