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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.

About Tableau, a Salesforce company
Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization. Global enterprises, early-stage startups, nonprofits, and governments all use Tableau’s intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are 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!

  
Position Summary:
The Senior Technical Support Engineer works primarily with enterprise customers of Tableau’s server and core server products, proactively assisting them with post-sales installation, configuration and set up tasks, or customers of Tableau’s Desktop products, proactively assisting them with post-sales installation, data connectivity, performance and analysis of data. Responsibilities include owning and resolving highly complex, 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.

Knowledge and Skill Requirements:

* Demonstrated success as a highly creative, curious technologist and problem solver
* Demonstrated success in mentoring and training others
* Demonstrated ability to juggle and prioritize a high volume workload while handling details accurately, in a timely manner, and under pressure
* Demonstrated ability to multi-task, handle frequent interruptions, solve problems, and make decisions in a fast paced environment
* Strong interpersonal skills, demonstrated by the ability to: listen to and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups
* Deep understanding of the value of Diagnostic Troubleshooting
* Excellent case worker (skilled at Case Administration, response writing, and call handling)
* Solid understanding of how to create Tableau visualizations and accurately analyze the data to determine metrics and trends
* Excellent organizational skills
* Excellent verbal, written, & presentation skills (specifically in the documentation and presentation of findings), as the role requires heavy interface with customers, Tableau management (at all levels), external vendors, and other strategic partners
* Ability to learn new technologies and concepts quickly
* Must be able to work independently with limited guidance
* Demonstrated ability to multi-task, handle frequent interruptions, solve problems, and make decisions in a fast paced environment strongly preferred

Education/Experience: 

* 4+ years demonstrated experience supporting and troubleshooting commercial software applications, and/or a minimum of 1.5 to 2 years’ experience as a Tableau Technical Support Engineer
* Demonstrated experience supporting enterprise level, mission-critical applications
* Degree or Relevant Work Experience Preferred
 

Preferred Skills

* Relational database experience a plus

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