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
Good to Have:
Prior experience and breadth of knowledge needed to support customers
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. NavyCryptologic 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, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)
About Tanium
Tanium is the Autonomous IT company. Driven by AI and real-time endpoint intelligence, Tanium Autonomous IT empowers IT and security teams to make their organizations unstoppable. Many of the world’s leading organizations trust Tanium’s single, unified platform for endpoint management and security to innovate faster, stay resilient and move business forward with confidence, at scale. To learn how Tanium delivers Autonomous IT for unstoppable business – visit www.tanium.com and follow us on LinkedIn and X. 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
Tanium is an Equal Opportunity and Affirmative Action employer. If you require a reasonable accommodation in searching for a job opening, completing an application, interviewing, or completing any pre-employment testing or requirements, please contact accommodations@tanium.com. For more information refer to the “Know Your Rights” poster which is available here - https://www.eeoc.gov/poster. Please be aware of job offers coming from people claiming to be Tanium employees. Tanium employees will only use @tanium.com email addresses to communicate with you, will have video interviews with you, and will never ask you for money. This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. For more information on how Tanium processes your personal data, please see our Privacy Policy.
