Home Jobs Board Senior Technical Support Specialist (User Support), Tableau Software

Senior Technical Support Specialist (User Support), Tableau Software

Who: Tableau Software
Position: Senior Technical Support Specialist (User Support)
Where:  Seattle – Fremont
What: Tableau Software is one of the fastest growing technology companies in the world, with 100% annual sales growth.  Tableau makes fast analytics and visualization products that help people see and understand data of any size or format. The company is on its way to becoming a large, market-defining company in the business intelligence industry and is next in a long line of high profile Stanford spinouts (e.g., Google, Yahoo, VMWare). Customers of all sizes use our products, from Fortune 500 companies, to video game designers, to scientists in the jungles of Central America, to high school principals.  Our software is for anyone with data and questions!  Additionally, Tableau’s web products (http://TableauPublic.com) are used by bloggers, journalists, and major media web sites to share data online as interactive visualizations.  Check out our products at: http://www.tableausoftware.com/products/tour.

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Responsibilities: As Senior Technical Support Engineer, you will work with Tableau’s largest server customers to proactively help them with post-sales installation, configuration and set up tasks. You will be triaging and resolving highly complex technical and application related issues that impact product performance in customer-specific environments or issues that directly hamper customer adoption. In addition to working with customers, you’ll routinely partner with Tableau Development and Sales Engineering to resolve support issues, document bugs, provide UAT on product builds, ensure that new and newly upgraded server installations are successful. Some of the things you’ll be doing include …

+ Collaborate and consult with select server and core server clients to implement successful server launches and resolve highly complex technical issues associated with deployment.

+ Partner with clients and help them optimize the way they use client software

+ Lead support case resolution efforts for prescribed customer cases as needed

+ Extensively research and document customer software and technical issues

+ Collaborate with User Support, Escalation Engineering and Sales Consultants to identify high priority server issues and partner with Development and Quality Engineering teams when required.

+ Assist and mentor User Support Specialists with researching, resolving and documenting customer server issues, including bug reports, etc.

+ Act as the primary technical liaison within between company and the customer during issue resolution

+ Mentor, train and document support processes for server-related technical triage and problem solving skills

+ Escalate support cases and priority issues to management as appropriate.

+ Document program /project records and insure they are properly catalogued in the Customer Experience Wiki, collateral web sites and training collateral as required;

+ Maintain appropriate case-related files and records, including customer records

+ Other duties as assigned.

Requirements: 

+ Domain.  You’ve supported and troubleshooting commercial software applications and enterprise, mission-critical applications. You get relational databases, networking, and server-set-up and administration.

+ Experienced.  You have 2 or more years of SQL scripting experience and HTML or JavaScript experience. You’re an internet architect, with experience troubleshooting firewalls, proxy and reverse proxy servers, web servers, and SSL.

+ Service Minded.  You deliver customer support like you expect to receive it; with excellence.

+ 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.

+ Detail oriented. Nothing gets overlooked when it comes to you.

+ Excellent Communication. You know what to say and more importantly, how to say it. Your documentation skills are second to none.

+ Problem Solver. You love tackling the most difficult of challenges and know how to get to the best solution.

+ Results-oriented. You love the doing and the process but you are all about results.

+ Technically Savvy. You don’t shy away from opportunities to get into technology – and you can learn it quickly.

Contact: To apply, or see a full listing of our positions, please visit: www.tableausoftware.com/jobs