Job Description

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Job Category Customer Success

Job Details

About Salesforce

We\xe2\x80\x99re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too \xe2\x80\x94 driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good \xe2\x80\x93 you\xe2\x80\x99ve come to the right place.

We\xe2\x80\x99re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all \xe2\x80\x93 well, you\xe2\x80\x99re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too \xe2\x80\x94 driving your performance and growth, charting new paths, and improving the state of the world.

Role Scope: The Technical Support Engineer works primarily with enterprise customers of Tableau\xe2\x80\x99s Products, proactively assisting them with post\xe2\x80\x90sales 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\xe2\x80\x90related issues which impact product performance in customer\xe2\x80\x90specific 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.

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

Education:

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.)

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\xe2\x80\x99s 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:

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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is an Equal Employment Opportunity and Affirmative Action Employer. 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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .

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