Job Description

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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.

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.

Work Location: Hyderabad

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

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:

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.)

At least 2 years of 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

Accommodations

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