What you’ll be doing …
Tableau Software customers love working with our products, and we love helping them achieve amazing results. Members of our Technical Support team are natural problem solvers, passionate about customers, curious about technology, and driven to succeed.
In this Senior Technical Support Lead role, you will work primarily with enterprise customers of Tableau’s server and core server products, proactively assisting them with post-sales installation, configuration and set up tasks. Responsibilities include taking a leadership role working with the support team to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Tableau products. In addition to working with customers, the Senior Technical Support Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. Some of the things you’ll be doing include …
Collaborate and consult with select server and core server clients to implement successful server launches, and to resolve highly complex technical issues associated with deployment
Partner with clients and help them optimize the use of Tableau Software
Lead support case resolution efforts for prescribed customer cases
Extensively research and document customer software and technical issues
Collaborate with User Support, Escalation Engineering and Sales Consultants to identify high priority server issues and partner with Development and Quality Engineering teams as needed
Mentor Technical Support Specialists in researching, resolving and documenting customer server issues
Act as the primary technical liaison between customers and other Tableau departments as issues are resolved
Develop, document, mentor, and train others in support procedures for server-related technical triage and problem solving
Ability to flexibly work a variety of shifts including an early (6 a.m.), mid shift (12 p.m. start) or evening (4 p.m. start) shift or other combinations established by the Company. By way of example, evening shifts typically run Sundays through Thursdays 4 p.m. to 1 a.m. PST. Weekend shift work, holiday coverage, and/or 24/7 on-call may be required.
Who you are …
Experienced. You have 7+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications. You have deep understanding of networking, server set-up and administration. 2+ years of experience with SQL scripting, HTML and JavaScript.
Domain. Strong understanding of relational databases is necessary; experience with Essbase and MSAS Cubes is a plus
Service Minded. You deliver customer support like you expect to receive it; with excellence and confidence.
Detail oriented. You have an uncanny ability to juggle and prioritize a high volume workload while handling details accurately and in a timely manner
Excellent Communication. You know what to say and more importantly, how to say it. You have excellent verbal and written communication skills.
Problem Solver. You love tackling the most difficult of challenges and know how to arrive at the best solution
Educated. A BSCS is preferred, and Bachelor’s degrees in technical or other quantitative fields will be considered
You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!
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