Tableau Software Inc.
Open Position: Senior Technical Support Engineer-Enterprise Software
Location: Seattle, WA
To apply, or see a full listing of our positions, please visit: www.tableausoftware.com/jobs
Tableau Software is one 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.
Tableau's culture is casual yet high energy. We are passionate about our product and loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Tableau offers exceptional professional and financial growth potential.
Senior Technical Support Engineer-Enterprise Software
As Senior Technical Support Engineer, you will work primarily with Tableau Software's large server and core server customers proactively helping them with post sales installation, configuration and set up tasks. Part of the regular responsibilities will include 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.
This role will be required to ramp up knowledge quickly on Tableau's Desktop and Server Products, including its licensing, activation related installation specifications / settings and configuration requirements to insure optimal product performance. In addition to working with customers the Senior Technical Support Engineer will 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. This role interacts with various levels of management throughout the company, with vendors and partners; excellent presentation, verbal and written communication skills are a must.
Key Tasks and Responsibilities
+ 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.
Required Knowledge and Experience
+ Must have experience supporting and troubleshooting commercial software applications.
+ Must have experience supporting enterprise mission-critical applications
+ Strong understanding of relational databases. Experience with Essbase and MSAS Cubes a plus.
+ 2+ years of SQL scripting experience
+ 2+ years of HTML and JavaScript experience
+ BA/BS degree from a top tier school.
+ Must have a deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, including firewalls, proxy servers, reverse proxy servers, web servers and SSL.Programming experience a plus (Java and Ruby preferred)
+ Must be a highly creative, curious technologist and problem solver
+ Must have excellent listening and research skills
+ Must have strong documentation, verbal and written skills
+ Must have the ability to empathize with customers and convey confidence.
+ Strong interpersonal communication skills, including customer service, empathic listening, conflict resolution, presentation and small group facilitation skills.
+ Ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure.
+ Ability to multi-task and handle frequent interruptions.
Working Conditions
+ Working conditions are normal for an office environment
+ Ability to sit for moderate periods of time working on a computer
+ Ability to wear telephone headset
Tableau Software, Inc. is an equal opportunity employer.
To apply, or see a full listing of our positions, please visit: www.tableausoftware.com/jobs
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