Associate Technical Support Engineer

2 days ago

Singapore Salesforce Full time

**Job Category **:Customer Success Group

**Job Details**:
**What you'll be doing...**

This role must ramp up quickly in knowledge of Tableau’s Desktop and Server Products, including licensing, activation-related installation specifications/settings, and configuration requirements for optimal product performance. In addition to working with customers, the Technical Support Engineer will routinely collaborate with Technical Support, Sustaining Engineering and Sales Consultants to resolve issues.

Some of the things you'll be doing include...
- Collaborate and consult with select server and core server clients to implement successful server launches, and to resolve highly complex technical issues associated with deployment.
- Partner with clients and help them optimize the use of Tableau software by using skill in listening and understanding the customer’s request thoroughly combined with in-depth technical knowledge to assist them in the manner most appropriate. Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root cause, communicating bugs to Sustaining Engineering in a manner that requires little to no additional research on the part of the Engineer. Build strong cross-functional working relationships with Engineering and Product Management.
- Utilize Knowledge Base articles as a resource to solve customer issues, researching the Knowledge Base as a step in the troubleshooting process.
- Mentor Technical Support Specialists in researching, resolving and documenting customer server issues, including bug reports, etc.
- Escalate support cases and priority issues to management as appropriate using good judgment in when and how to escalate.
- Maintain appropriate case
- and customer-related files and records.
- Prioritize customer cases and company projects effectively, communicating priorities and plans to management.
- Have the ability and desire to work the different shifts required to accommodate the needs of the APAC Region

**Who you are...**
- **Problem Solver. **You are a natural problem solver with a curiosity about technology. Others might describe you as a highly creative, curious technologist, and you have excellent research skills.
- **Communicator. **Excellent verbal and written communication skills. Fluency in Mandarin is preferred.
- **Organized. **You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.
- **Educated. **You have a Bachelor's degree in a technical or quantitative major or equivalent experience.
- **Detail Oriented. **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

LI-JL3

**Accommodations**:
**Posting Statement**:
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce welcomes all.

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