Support Engineer

Remote, US

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Tanium Inc.
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Posted 1 week ago

Support Engineer Role

At Tanium, our Support Engineer 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 Engineers 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 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 someone with:

Education

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

Experience and Skills

Must Have

  • 0-5 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.
  • d 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 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.).
  • For Federal Roles only:
  • Security clearance or ability to obtain a security clearance may be required
  • 8140.1 training/8570 certification may be required
  • Prior military service in a related field (e.g. Navy Cryptologic Technician - Networks, USAF 3D or 1B, Army 17C or 35Q, 25D, etc.) a plus
  • 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.).

About Tanium:

At Tanium, we empower the world’s largest organizations to manage and protect their mission-critical networks. There’s a reason why six  of the top ten retailers, 12 of the top 15 US banks, and five of the US Armed Forces use Tanium. We provide lightning-fast capabilities at their fingertips to see everything and do anything across their computer networks – with unparalleled scale.

We pride ourselves on being unstoppable in the pursuit of our mission. We are diverse problem solvers driven to do the right thing and win as a team.

Join our team at tanium.com/careers/

Job tags: CISSP Clearance PowerShell Python Security Subject matter expert Training