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Technical Support Engineer - Bilingual English\u002FSpanish

Full Time
Posted Today
Job description

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 Category

Customer Success Group

Job Details

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.

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. This particular role is for a Technical Support Engineer who can work cases in both English and Spanish. 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.

Work Location: Remote, US

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
  • Make effective use of communication channels such as email, calls and other electronic methods to interact effectively with customers

Required Skills/Experience:

  • Fluent i n both Spanish and English - reading, speaking, writing is preferred.

Expert. 4+ years validated experience supporting and solving critically important commercial software applications. 2 years of experience with Tableau Server and Desktop, preferred.

Educated. BA/BS degree in CS or technical degrees; equivalent work experience will also be considered.

Domain. Proven understanding of relational databases, networking, server set-up, and Windows, Linux and Mac administration, including troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers, and web servers.

Service Minded. You deliver customer support like you expect to receive it; with excellence and confidence.

Detail oriented. You have an ability to prioritize a multifarious 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!

For Colorado-based roles: Minimum annual salary of $70,600. You may also be entitled to receive bonus, restricted stock units, and benefits.


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