COMPLETE Technical Support Engineer-Networking/OS/Linux

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Job Category

Customer Success

Job Details

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Role Scope: The Technical Support Engineer works primarily with enterprise customers of Tableau’s Products, proactively assisting them with post‐sales set-up and usage of the products, Responsibilities include taking a proactive 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 Technical Support Engineer will routinely partner with our Development, Sustaining Engineering and Sales organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. 

We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change and not rotational)

AMER hours (Eastern Standard Time - 5.30 PM/ 6.30 PM IST or Pacific Standard Time - 9 PM/ 10 PM IST onwards depending on Day Light Savings Time)

EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Daylight Savings Time

APAC hours - 5.30 AM IST onwards

Work hours can change depending on Business requirements

 

Education:

Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Role & Responsibilities:

•  Learn the Tableau products and continue to build technical skills to support global customers with their  issues. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved, including handling escalations

• Achieve KPI goals consistently such as Productivity, CSAT, TTR

• Act as a trusted advisor to the customer on issues related to their Tableau products and infrastructure resulting in high customer satisfaction

• Collaborate with different teams such as TAMs, Sales, Ops Admins, Dev etc. at Tableau to provide a seamless experience to the customer

•  Identify and improve documentations and processes

• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers

• Review support cases for technical and troubleshooting accuracy

• Replicate issues (inhouse)and provide solutions and RCA’s within stipulated time

• Make effective use of communication channels such as email, calls and other electronic methods to interact effectively with customers

 

Required Skills/Experience:

• Technical Support experience handling global customers

•  Strong troubleshooting skills in Windows, Linux, Database and IP Networking

•  Ability to communicate technical concepts clearly and effectively

•  Analysis, troubleshooting, and problem solving expertise

•  Effectively prioritize and escalate customer issues

•  Translate product and business requirements quickly and effectively into technical solutions whilst adhering to the agreed specification

•  Do timely updates of tasks to match the severity levels

•  Excellent written and verbal communication skills

•  Effective communication and interpersonal skills to be able to establish rapport with people at all levels

•  The ability to work in teams as well as independently

•  Take a proactive approach to work without close supervision

•  Should be patient, persistent and attentive to details with strong work ethic and Organizational Skills

•  Positive attitude

• Willingness to work in shifts and over the weekend

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