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Associate Support – Technical Account Manager
| Company | Tanium |
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| Location | Bellevue, WA, USA |
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| Salary | $45000 – $135000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- BS degree in Computer Science, MIS, or related field – or relevant and equivalent work experience
- 1 to 3 years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming – or previous Tanium experience
- 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.
Responsibilities
- Solving customer issues by triaging, managing and solving reported customer issues & cases
- Assisting customers with Tanium platform/module upgrades
- Working with other Support TAMs (STAMs) to assist with their assigned cases
- Able to work flexible shifts and on-call schedules to ensure availability for customer issues
- 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
- Document best practices
- Participating in Technical panel interviews for STAM candidates as needed
Preferred Qualifications
- 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.)
