Support, Technical Account Manager

The Basics:

At Tanium, our Support, Technical Account Managers (STAMs) 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, STAMs 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 will have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging. 

**Qualified candidates must live in Western United States (Mountain or Pacific Time Zone) and bring no more than eight years relevant professional experience.  

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, & reporting
• Serving as a technical subject matter expert, focusing mostly on the testing & troubleshooting aspects of the area
• Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience 

Minimum & Preferred Job Qualifications 

Education 

• Associates degree required from an accredited school
• BS degree in Computer Science, MIS, or similar experience a plus 

Must Have 

• 3-8 years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming - or previous Tanium experience. 
• 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 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 enterprise initiatives or issues. 

Good to Have: 

• Prior experience and breadth of knowledge …