Description
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Role Scope: 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 working with the Support team to triage and resolve 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. 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.
We operate 24x7 which can involve working during one of the below shifts (not limited to - shift timing can change and not rotational)
AMER hours (Eastern Standard Time - 5.30 PM/ 6.30 PM IST or Pacific Standard Time - 9 PM/ 10 PM IST onwards depending on Day Light Savings Time)
EMEA hours - 12:00 PM/ 1 PM / 2 PM IST onwards depending on Daylight Savings Time
APAC hours - 5.30 AM IST onwards
Work hours can change depending on Business requirements
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