What you’ll be doing
The Principal Technical Support Engineer, Tech Lead role works primarily with both Tableau Customers and Technical Support Engineers utilizing expert-
level skills and immense technical experience to help grow the overall technical and customer service skills of the team, while continually improving the customer experience.
Employees in this role will provide expert level assistance to customers and work with the Technical Support team to review open cases, provide advice, and partner on resolutions.
In addition, this role will identify knowledge gaps and process opportunities, and provide potential solutions / trainings to address said scenarios.
In addition, a key function of the Principal Technical Support Engineer is to serve as a mentor and role model to the rest of the Support team, being proactive and innovative and forward thinking.
The Principal Technical Support Engineer plays a key role in moving the department forward, leading new initiatives and programs.
Some of the things you’ll be doing include
Act as mentor and technical expect on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.
Act as a technical liaison with select members of the software development team to provide real-time feedback and detailed advice on current and upcoming features.
Collaborate and consult with Tableau customers, as needed, to successfully integrate the application into their business and perform ongoing troubleshooting to identify and resolve technical product issues.
Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root cause, communicating bugs to Sustaining Engineering.
Build strong cross-functional working relationships with Engineering and Product Management.
Guide customers through product implantation including identifying primary customer needs, set-up test environments, write test scripts, and perform tests using customer or representative data.
Research and document customer issues as Knowledge Base articles as appropriate
Contribute and make recommendations to Knowledge Base content
Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate
Maintain appropriate case- and customer-related files and records
Prioritize customer cases and company projects effectively, communicating priorities, plans to management
Perform occasional on-call duties for critical system down customer issues over the weekend
Who you are
Experience . 8+ years demonstrated experience supporting and troubleshooting commercial software applications, demonstrating experience supporting enterprise level, mission-
Domain. BA / BS degree in Computer Science preferred, or equivalent technical or quantitative degrees and equivalent technical support work experience.
Deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers
Strong communication and presentation skills. You love the idea of sharing the Tableau story.
Service Minded. You deliver customer support like you expect to receive it; with excellence.
Technically Savvy. You don’t shy away from opportunities to get into technology and you can learn it quickly.
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