Tableau Software Technical Support Engineer in Sydney, Australia
Technical Support Engineer
Location(s): Sydney, Australia
Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)
Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .
Tableau’s culture is casual and high-energy. 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. Tableau offers exceptional professional and financial growth potential.
To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.
What you'll be doing... *LI-AD1
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 taking a proactive leadership 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 Senior Technical Support Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful.
Some of the things you'll be doing include...
Effectively communicate with customers via email, phone and other electronic methods to ensure client’s effective use of Tableau products. Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills. Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating with them in the manner most appropriate. Use excellent judgment in when and how to communicate with customer for maximum effectiveness and customer satisfaction.
Collaborate and consult with select server and core server clients to implement successful server launches, and to resolve highly complex technical issues associated with deployment.
Collaborate and consult with Tableau Desktop clients to successfully integrate (installation, data connectivity, analysis and performance) the application into their business, and to resolve highly complex technical issues associated with integration.
Use combination of product management and application knowledge to guide customers through successful implementations. Apply in-depth troubleshooting and debugging skills along with deep knowledge of systems, databases, and applications to get to root cause of the customer’s issue. Set up test environments to mirror customer set-up, write test scripts, and perform tests using customer’s data or representative data. Apply solid test methodology and debugging skills to narrow down the problem as needed. Communicate effectively to Sustaining Engineering step-by-step instructions to reproduce the issue and findings to identify root cause.
Partner with clients and help them optimize the use of Tableau software by using skill in listening and understanding the customer’s request thoroughly combined with in-depth technical knowledge to assist them in the manner most appropriate. Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root cause, communicating bugs to Sustaining Engineering in a manner that requires little to no additional research on the part of the Engineer. Build strong cross-functional working relationships with Engineering and Product Management.
Extensively research and document customer software and technical issues as Knowledge Base articles as appropriate. Using a mixture of system, application and database knowledge, research and reproduce issues. Use excellent written communication skills to produce useful Knowledge Base articles to be applied to the external Knowledge Base used by Tableau customers. Take a leadership role in moving Self Service and Proactive Support forward by contributing substantially to the ongoing development of the Knowledge Base as well as make recommendations to improve self-service support systems.
Utilize Knowledge Base articles as a resource to solve customer issues, researching the Knowledge Base as a step in the troubleshooting process.
Collaborate with Technical Support, Product Management, Sustaining Engineering, Sales Consultants and Support Management to resolve issues by applying excellent technical, customer service, and interpersonal skills in building solid cross-functional relationships.
Mentor Technical Support Specialists in researching, resolving and documenting customer server issues, including bug reports, etc.
Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.
Maintain appropriate case- and customer-related files and records
Prioritize customer cases and company projects effectively, communicating priorities and plans to management
Have the ability and desire to work the different shifts required to accommodate the needs of the APAC Region (regional coverage is required Monday to Friday 9am-7pm local time)
Who you are...
Experienced. You have 5+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications.
Domain. Strong understanding of relational databases, networking, server set-up, and administration.
Service Minded. You deliver customer support like you expect to receive it; with excellence and confidence.
Educated. BA/BS degree in CS or technical degrees; equivalent work experience will also be considered.
Detail oriented. You have an ability to prioritize a high volume workload in a timely manner.
Communication. Excellent verbal and written communication skills.
Problem Solver. You love tackling the difficult challenges and quickly arrive at the best solution.
You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!