Support, Technical Account Management

The Basics:

At Tanium, our Support, Technical Account Managers (STAMs) fulfills a necessary role in our organization to serve our customers by resolving technical issues and answering technical questions that customers have in a timely manner. With a primary focus on customer satisfaction, STAMs work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role will report to a Support Manager.  

As a Support TAM, you will have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging. 

**Qualified candidates must live within 35 miles of the Bellevue, WA or Emeryville, CA office and be willing to work as a hybrid employee.

What You'll Do:

Assisting customers by: 

• Triaging inbound support cases 
• Solving customer support cases
• Working with other Support Engineers to assist with their assigned cases
• Answering customer questions in the Tanium community site 

Improve customer experience by: 

• Documenting best practices
• Tracking activity, documenting root cause, & reporting
• Serving as a technical subject matter expert, focusing mostly on the testing & troubleshooting aspects of the area
• Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience 

Minimum & Preferred Job Qualifications 

Education 

• Associates degree required from an accredited school
• BS degree in Computer Science, MIS, or similar experience a plus 

Must Have 

• Minimum 5 years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, &/or programming - or previous Tanium experience. 
• Ability to master new concepts and technologies; continually striving to master the Tanium platform & modules. 
• Problem solving; can break problems down into manageable, ordered piece parts & successfully convey the problem statement & plan to others. 
• Aptitude for comprehending complex troubleshooting. 
• Good Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency over time.
• Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; participate in projects and follow technical support procedures only requiring help on more complex enterprise initiatives or issues. 

Good to Have: 

• Prior experience and breadth of knowledge needed to support customers 
• Hands-on Tanium experience
• Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.)
• Experience in one or more of the following technical domains:Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python.)
• Ability to work in a fast-paced, changing environment 

About Tanium 

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visit www.tanium.com and follow us on LinkedIn and X. 

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.   

We are an organization with stakeholders around the world and 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. 

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.   

What you’ll get 

The annual base salary range for this full-time position is $50,000 to $150,000. This range is an estimate for what Tanium will pay a new hire. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.

In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.

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