Technical Support Engineer-Networking/OS/Linux

Education:

Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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 responsibility to see that the issue is fully resolved, including handling escalations
• Achieve KPI 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 seamless experience to the customer
•  Identify and improve documentations and processes
• Develop and maintain technical expertise in assigned areas of product functionality and utilize 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 effectively with customers

Required Skills/Experience:

• Technical Support experience handling global customers
•  Strong troubleshooting skills in Windows, Linux, Database and IP Networking
•  Ability to communicate technical concepts clearly and effectively
•  Analysis, troubleshooting, and problem solving expertise
•  Effectively prioritize and escalate 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 establish 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 attentive to details with strong work ethic and Organizational Skills
•  Positive attitude
• Willingness to work in shifts and over the weekend