Technical Support / Technical Account Manager

About Us:

At our organization, Support TAMs play a crucial role in serving our valued customers. They resolve technical issues and provide timely answers to customer inquiries, ensuring a seamless experience. As a Support TAM, you’ll work under the guidance of a Support Manager and have the opportunity to continuously enhance your technical skills.

What You’ll Do:

• Assist customers by:
• Triaging inbound support cases
• Resolving customer support cases
• Collaborating with fellow Support Engineers on their assigned cases
• Providing valuable insights in the customer community

Enhance the customer experience by:

• Documenting best practices
• Tracking activity, documenting root causes, and reporting
• Acting as a technical subject matter expert, focusing primarily on testing and troubleshooting
• Testing and providing feedback to improve the overall customer experience

Education:

• Associates degree or equivalent experience is required
• A BS degree in Computer Science, MIS, or a related field is a plus

Experience and Skills (Must-Haves):

• Minimum of 3 years of experience in networking, security, operations, scripting, and/or programming
• Ability to grasp new concepts and technologies, with a commitment to mastering our platform and modules
• Strong problem-solving skills, with the ability to articulate problems clearly and develop effective plans
• Aptitude for complex troubleshooting
• Good judgment in decision-making, weighing cost and value

Experience and Skills (Good to Have):

• Hands-on experience with relevant technical domains
• Technical certifications such as Google IT Support Professional, CISSP, MCSE, A+/Security+/Network+, etc.
• Experience in areas like Endpoint Security, Incident Response, Systems Management, and Utility Scripting

Core Competencies:

• Demonstrates initiative and motivation
• Excellent oral and written communication skills
• Team player
• Person of high ethics and integrity
• Ability to work in a fast-paced, changing environment

Additional Offerings:

• Competitive compensation and comprehensive benefits package
• Eligibility for restricted stock units for all full-time employees
• A value-based, transparent culture that promotes collaboration and innovation
• Opportunities to work with global customers and on strategic projects
• Career development and growth opportunities
• Health, dental, and vision coverage with Tanium covering 100% of the premium
• Life & Disability + Critical Illness benefits with Tanium covering 100% of the premium
• Pension Plan

About Us:

We are a leader in converged endpoint management, transforming the way organizations manage complex security and technology environments. Our platform offers comprehensive visibility, unified controls, and a common taxonomy to protect critical information and infrastructure at scale. We’re honored to be named to the Forbes Cloud 100 list for six consecutive years and recognized on Fortune’s Best Large Workplaces in Technology list.

Our Mission:

At our organization, we prioritize collaboration, respect, and diversity. We are dedicated to revolutionizing how large enterprises and governments tackle their most challenging IT problems. Our unique perspectives and collective actions strengthen our pursuit.

Diversity and Inclusion:

We value diversity, both in our team and in the communities we serve. We strive to create an inclusive environment where everyone has the opportunity to succeed and grow, recognizing that together, we can achieve greatness.

Taking Care of Our Team:

Each team member is encouraged to contribute to their community by providing five days of volunteer time off (VTO) annually to support the causes they care about most.

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