Senior Technical Support Engineer, Premium Support

Salesforce.com, Inc (Dublin, Ireland) 3 days ago
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._
Job Category
Customer Success Group
Job Details
About us
Tableau is one of the world’s fastest growing software companies. We’ve been ranked as the clear market leader in the Gartner Magic Quadrant for BI & Analytics for the seventh year running. Not only do we have world-class products, Tableau is also the 3rd fastest growing marketable skill! If that isn’t enough, we are now also part of Salesforce, one of the largest software groups in the world.
We are built on a set of 8 core values : We are on a mission. We build great products. We work as a team. We use our products. We delight our customers. We keep it simple. We respect each other. We are honest. By making technology more accessible, we help create a future with greater opportunity and equality for all. This has taken our company to great heights, and now part of the Salesforce family (named one of the FORTUNE "100 Best Companies to Work For®" 2020 — 12 years in a row).
Your role
Within our application, server and cloud teams, you’ll be exclusively focused on our Premium customers in the enterprise space, across multiple industries. You will work closely with TechniCal Account Managers to own all aspects of the triage and resolution of highly complex, technical, and application-related issue impacting product functionality in customer-specific environments, or issues that directly hamper a broader customer adoption of Tableau products.
Some of the things you’ll be doing
+ Maintain excellent relationships with Major Account Care customers, Technical Account Managers, Strategic Account teams, Consulting, Product Management and Development, ensuring all work is customer focused.
+ Collaborate with internal virtual teams to appropriately prioritise high-profile and escalated cases.
+ Research, reproduce and lead highly complex support cases to resolution with a high sense of urgency and professionalism.
+ Apply in-depth troubleshooting and debugging skills to identify the root cause of issues.
+ Accurately create extensive reproduction environments, capturing observed behaviours for further troubleshooting.
+ Partner with Development teams to prioritise and resolve product defects.
+ Document known solutions to internal and external knowledge base.
+ Test and debug our software, ensuring fixes match customer use case.
About you
You have a minimum of 5 years’ experience in a Technical Support role, exceptional troubleshooting and communication skills, as well as strong knowledge 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
+ Virtualisation AWS, Citrix, Azure, VMWare
As we support customers across EMEA, should you speak any additional languages, particularly in French, German or Spanish, this would be highly desirable.
You do not need previous experience with our product, as we will provide all the support and training needed to develop your knowledge during your on-boarding programme.
What you’ll achieve
3 months:
+ Attend our 3 week bootcamp
+ Build your product knowledge through peer shadowing and customer interactions
+ Master our support workflows and processes
6 months:
+ Earn certifications, become a Qualified Associate in Tableau Desktop or Server
+ Become a subject matter expert in a product specific area
+ Lead knowledge sharing through training and hands-on workshops
Continuous learning is encouraged and supported through sponsorship of third party certifications and free access to external learning platforms.
About Dublin
In our Dublin hub, in Ballsbridge, our local team has grown to over 115 since 2013. While worldwide we have over 4500 people across 17 countries. We have approximately 60 people in our EMEA technical support team covering over 20 nationalities.
The culture is highly collaborative, fun, and energising. We live by our core values; delighting customers, honesty, respect and simplicity. We’re a customer obsessed company, acting with urgency to solve our customer’s issues so they can realise the full potential of Tableau.
Check out some of the reasons LinkedIn voted us a top company to work for - https://tabsoft.co/2Jlzmkm
Get a sense of our team and customers from our recent conference - https://tc19.tableau.com/watch
\#LI-TH1
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Senior Technical Support Engineer, Premium Support

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