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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Technical Support Engineer works primarily with enterprise customers of Tableau’s Products, proactively assisting them with post‐sales set-up and usage of the products, Responsibilities include taking a proactive role in working with the Support team to triage and resolve highly sophisticated, technical, and application‐related issues which impact product performance in customer‐specific environments, or issues that directly hamper a broader customer adoption of Tableau products. In addition to working with customers, the Technical Support Engineer will routinely partner with our Development, Sustaining Engineering, and Sales organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful.

Role & Responsibilities:

• Learn the Tableau products and continue to build technical skills to support global customers with their issues. This will involve debugging, troubleshooting, and taking ownership to see that the issue is fully resolved, including handling customer concerns

• Achieve important metric goals consistently such as Productivity, CSAT, TTR

• Act as a trusted advisor to the customer on issues related to their Tableau products and infrastructure resulting in high customer satisfaction

• Collaborate with different teams such as TAMs, Sales, Ops Admins, Dev, etc. at Tableau to provide a flawless experience for our customers

•  Identify and improve documentation and processes

• Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers

• Review support cases for technical and troubleshooting accuracy

• Replicate issues (inhouse)and provide solutions and RCA’s within stipulated time

• Make effective use of communication channels such as email, calls and other electronic methods to interact optimally with customers

Required Skills/Experience:

• Technical Support experience handling global customers

• Solid understanding and demonstrable experience in some of the following areas: 

• Databases: MS SQL, My SQL, Postgres, Oracle, MSAS, Snowflake, Redshift 

• Networking: DNS, SSL, Proxies and Load Balancers, Fiddler, Wireshark 

• Authentication: Active Directory, SAML, Kerberos, OAuth, OpenID

• Operating Systems: Windows Server, Linux (Red Hat and Debian), Mac OSX 

• Virtualization: AWS, Citrix, Azure, VMWare

• You do not need previous experience with our product, as we will provide all the vital support and training to develop your knowledge during your onboarding program.

• Continuous learning is encouraged and supported through sponsorship of both internal and third-party certifications relevant to your role.

• Ability to communicate technical concepts clearly and optimally

• Analysing, troubleshooting, and problem-solving expertise

• Optimally prioritize and call out customer issues

• Translate product and business requirements quickly and effectively into technical solutions whilst adhering to the agreed specification

• Do timely updates of tasks to match the severity levels

• Excellent written and verbal communication skills

• Effective communication and interpersonal skills to be able to build rapport with people at all levels

• The ability to work in teams as well as independently

• Take a proactive approach to work without close supervision

• Should be patient, persistent, and diligent with a good work ethic and Interpersonal Skills

• Positive demeanour

• Willingness to cover the weekend on-call rotation

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