Summary/Objectives
At Tanium, our Support TAM fulfills a necessary role in our organization to serve our customers by resolving technical issues and answering technical questions that customers have in a timely manner. With a primary focus on customer satisfaction, Support TAM’s work both reactively and proactively to improve the overall experience of our customers when using Tanium. This role will report to a Support Manager.
As an Associate Support TAM, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.
Essential Job Functions
Solving customer issues by:
- Triaging, managing and solving reported customer issues and cases.
- Assisting customers with Tanium platform/module upgrades
- Working with other Support TAM’s to assist with their assigned cases
- Able to work flexible shifts and on-call schedules to ensure availability for customer issues
Improve Customer Experience by:
- Documenting best practices
- Tracking activity, documenting root cause, and reporting
- Testing and troubleshooting the Tanium platform and customer environmental issues with a goal of becoming a subject matter expert.
- Testing Tanium and providing feedback to Engineering teams on how we can improve the overall customer experience
- Participating in Technical panel interviews for STAM candidates as needed.
Minimum & Preferred Job Qualifications
Education
- Associate’s degree required
- BS degree in Computer Science, MIS, or related field
Must Have
- 1+ years in their career field with 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 over time.
- 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 customer/technical support experience and knowledge
- Hands-on Tanium experience.
- Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.).
- Experience/certification/education in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python.).
Core Competencies
- Demonstrates initiative and motivation
- Excellent oral and written communication skills
- Team player
- Person of high ethics and integrity
- Ability to work in a fast-paced, changing environment
About Tanium
Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its converged endpoint management (XEM) platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, 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.
We are an organization with stakeholders around the world and 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.
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.
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