Support – Technical Account Management

Minimum 5 years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, &/or programming – or previous Tanium experience.
Ability to master new concepts and technologies; continually striving to master the Tanium platform & modules.
Problem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement & 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.

Triaging inbound support cases
Solving customer support cases
Working with other Support Engineers to assist with their assigned cases
Answering customer questions in the Tanium community site
Documenting best practices
Tracking activity, documenting root cause, & reporting
Serving as a technical subject matter expert, focusing mostly on the testing & troubleshooting aspects of the area
Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience.

Prior experience and breadth of knowledge needed to support customers
Hands-on Tanium experience
Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.)
Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python.)
Ability to work in a fast-paced, changing environment