Technical Support Engineer

This position's designated to the afternoon shift running between 15:00 and 23:00 local time. Please note that we're following hybrid schedule which currently requires employees to work in the Krakow Office (Fabryczna Street) a minimum of three days per week, 

The Basics:

At Tanium, our Technical Support Engineer (TSE) fulfills a necessary role in our organization to serve our customers by resolving technical issues, educating customers, helping them in difficult situations and contributing to overall Solution quality. With a primary focus on customer satisfaction, Technical Support Engineers work both reactively and proactively to improve the overall experience of our customers when using Tanium. This role will report to a Global Support Manager.

As a Technical Support Engineer, you’ll have continuous opportunities to apply your best technical and troubleshooting skills while building new ones, especially those centered around Tanium and artificial intelligence infused tools. 

What You’ll Do:

Assist customers by: 

• Triaging inbound support cases 
• Solving customer support cases 
• Collaborating with other Support Engineers to assist with their assigned cases 
• Sharing knowledge (education)  

Improve customer experience by: 

• Documenting best practices (creating Knowledge Base) 
• Tracking activity, documenting root cause, and reporting 
• Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area 
• Testing Tanium and providing feedback and enhancement suggestions to the Engineering teams to positively impact Product evolution 

We’re Looking For:

Education

• Associates degree or equivalent experience required
• BS degree in Computer Science, MIS, or similar experience a plus 

Experience and Skills

Must Haves:

• 3+ years into their career field with solid technical skills in one or more areas of IT administration, operating systems, endpoint management, networking, security, IT operations, scripting, and/or programming. 
• Ability to master new concepts and technologies 
• Problem solving & troubleshooting; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others. 
• Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; able to participate in projects and follow technical support procedures only requiring help on more complex initiatives or issues. 
• Team player; experienced sharing responsibilities with others and working towards common goal 
• Integrity; always focused on doing the right thing; being a role model for others 
• Good command of English language in speaking and writing 

Good to Have:

• Prior experience supporting customers 
• Previous exposure to Tanium 
• Familiarity with AI tools

About Tanium 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

As a global organization with stakeholders around the world, it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.  

Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years, and we continue to be recognized worldwide as a great place to work. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.