Senior Technical Support Engineer, Dedicated Support
Tokyo Japan
5 日前

What you’ll be doing

The Senior Technical Support Engineer, Dedicated Support will work directly with Tableau Enterprise Support customers and their Technical Account Managers to own all technical concerns regarding their Tableau environment.

Senior Technical Support Engineer, Dedicated Support will provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Tableau products.

Some of the things you’ll be doing include

  • Own and resolve all issues with a high sense of urgency and professionalism.
  • Ability to perform in-depth troubleshooting, create reproduction environments, and provide root cause analysis.
  • Prioritize high-profile and escalated cases.
  • Effectively communicate with customers, Technical Account Managers, and local Account teams via email, phone and other electronic methods.
  • Maintain excellent relationships with Tableau Enterprise Support customers, Technical Account Managers, Product Management, Sustaining Engineering, and local Account Teams.
  • Contribute to Tableau knowledge, community, and training resources.
  • Escalate support cases and priority issues to management as needed.
  • Maintain impeccable case hygiene and customer related files and records.
  • Participate in the weekend support on-call rotation once every 3-6 months.
  • Who you are

  • Experienced. 4+ years demonstrated experience supporting and troubleshooting commercial software applications, and / or a minimum of 2 years of experience as a Tableau Technical Support Engineer.
  • 4+ years of experience with databases, SQL, and Windows Server. Linux experience also preferred.

  • Highly Technical .Deep understanding of the value of Diagnostic Troubleshooting. Excellent case worker (skilled at Case Administration, response writing, and call handling).
  • Ability to learn new technologies and concepts quickly

  • Energy and Creativity .Energy and enthusiasm are your hallmarks. You think out-of-the-box and wow people with your interesting angles and quality work.
  • You love the creative process whether that’s selling a new customer or recruiting a great salesperson

  • Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.
  • Excellent Communication. You know what to say and more importantly, how to say it.
  • Conviction and Commitment .You have an unshakable belief that Tableau’s products will improve the world one person at a time.
  • Once you get it, you go all the way.

  • 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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