To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsWhat you'll be doing... The Principal Technical Support Engineer (Technical Lead) role works with both Tableau Customers and internal Technical Support Engineers utilizing expert-level skills and extensive technical experience to help grow the overall technical and customer service skills of the team, while continually improving the customer experience. Employees in this role will provide expert-level assistance to customers and work with the Technical Support team to review open cases, provide advice, and partner on resolutions. In addition, this role will identify knowledge gaps and process opportunities, and provide potential solutions/training to address said scenarios.Some of the things you’ll be doing include…Act as mentor and technical expert on technical support team, providing guidance and advice to case owners with the goal of case resolution and customer satisfaction.Collaborate and consult with Tableau customers, as needed, to successfully integrate the application into their business and perform ongoing troubleshooting to identify and resolve technical product issues.Lead support case resolution efforts for customer cases (directly, and through assistance to Support engineers) by using skills in troubleshooting and debugging, identifying root cause, communicating bugs to Engineering.Build strong cross-functional working relationships with Engineering and Product Management.Guide customers through product implantation including identifying primary customer needs, set-up test environments, write test scripts, and perform tests using customer or representative data.Contribute and make recommendations to Knowledge Base content Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalateTest for defects and prevent support cases from impinging on development resources except in case of actual product defectsPrioritize customer cases and company projects effectively, communicating priorities, plans to managementWho you are...Experienced. Relevant experience in supporting enterprise-level, mission-critical applications. Highly Technical. Deep relational database and data warehouse familiarity; SQL, Oracle, Snowflake, Redshift, Hadoop, Google BigQuerry. Deep understanding of networking, server set-up and administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.Problem Solver. You are a natural problem solver with a curiosity about technology. Others might describe you as a highly creative, curious technologist, and you have excellent research skills.Communicator. Excellent verbal and written skills (specifically in the documentation and presentation of findings), as the role requires heavy interface with customers, Tableau management (at all levels), external vendors, and other strategic partners.Organized. You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.Domain. Degree or relevant experience preferred.Detail Oriented. You have the ability to multi-task and handle frequent interruptions.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! AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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