Tableau Software Technical Support Engineer in Dublin, Ireland

Technical Support Engineer

Department: Sales

Location(s): Dublin, Ireland

Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)

Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .

Tableau’s culture is casual and high-energy. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Tableau offers exceptional professional and financial growth potential.

To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.

Description

Tableau customers love working with our products, and we love helping them achieve amazing results. Technical Support Engineers are natural problem solvers, passionate about customers, curious about technology, and driven to succeed.

In this Senior Technical Support Engineer role, you will work primarily with enterprise customers of Tableau’s desktop, server and core server products, proactively assisting them with post-sales installation, configuration and set up tasks, data connectivity, performance and analysis of data. Responsibilities include triaging and resolving 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.

Some of the things you’ll be doing include … *LI-EO1

  • Effectively communicate with customers via email, phone, and other electronic methods to ensure effective use of Tableau’s products

  • Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills

  • Research, reproduce and lead support case resolution efforts for customer software and technical issues

  • Apply in-depth troubleshooting and debugging skills along with knowledge of systems, databases, and applications to get to root cause of the customer’s issue

  • Collaborate with Technical Support, Sustaining Engineering and Sales Consultants to resolve highly complex technical issues associated with deployment

  • Extensively research and document customer software and technical issues as Knowledge Base articles

  • Prioritise customer cases and company projects effectively, communicating priorities and plans to management

  • Mentor entry-level Technical Support Specialists in researching, resolving and documenting customer server issues

Who you are …

  • Problem Solver . You are a natural problem solver with a curiosity about technology. Others describe you as a highly creative, curious technologist, and you have excellent research skills.

  • Communicator . Your verbal and written skills are top notch. You have an outstanding ability to empathize with customers and convey confidence, and are skilled with conflict resolution, collaboration and small group facilitation skills.

  • Organized . You have an uncanny ability to juggle and prioritise a high volume workload and handle details accurately and in a timely manner under pressure.

  • Educated . BA/BS degree in Computer Science preferred but other technical or quantitative degrees or equivalent work experience will also be considered

  • Experienced . You have experience supporting and troubleshooting commercial end user software applications. You understand networking, server setup and administration, and have troubleshooting experience with internet architectures, firewalls, proxy servers, reverse proxy servers and web servers.

  • Domain . You have a strong understanding of relational databases; experience with Essbase and MSAS Cubes is a plus. Experience with SQL scripting, HTML, and JavaScript are preferred.

  • Flexible . Ability to flexibly work a variety of shifts. 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!