Who we are...

Tableau (a Salesforce company) is a clear market leader in the Gartner Magic Quadrant for BI & Analytics. We build software that helps people see and understand data. Not only do we build world-class products, Tableau is also one of the world’s fastest growing marketable skills in the job market! And, if that isn’t enough, we are now also part of Salesforce, one of the largest software groups in the world.

We are built on a set of 8 core values: We are on a mission. We build great products. We work as a team. We use our products. We delight our customers.  We keep it simple. We respect each other. We are honest. By making technology more accessible, we help create a future with greater opportunity and equality for all. This has taken our company to great heights, and now part of the Salesforce family (named one of the FORTUNE "100 Best Companies to Work For®" 2020 — 12 years in a row).

What you’ll be doing...    
The Manager, Technical Support is responsible to ensure support is provided in a timely, customer-oriented, and comprehensive manner. You will promote a support culture that goes above and beyond what the customer expects and ensure that every Tableau customer support contact is positive. Manage service level agreements and customer satisfaction levels. Embrace rapid, ongoing change and bring a fresh, constructive approach with a willingness to share new ideas and learn. Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Provide leadership and motivation by establishing clear expectations and coaching employees to achieve Tableau’s support goals. Plan and manage the team’s schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each team member. Conduct timely and thorough performance reviews.

Some of the things you’ll be doing include...

Customer Focus:

• Aligns team activities to achieve exceptional customer service
• Enables team to resolve escalated customer concerns quickly and thoroughly
• Recognises others for exceptional customer service and replicates best practices

People Focus:

• Hire, retain and coach high performing, diverse and inclusive Technical Support Engineers
• Aligns the right person with the right role, considering skills, knowledge and aptitudes
• Provides on-the-job experiences to grow future leaders
• Provides timely feedback and coaching and is a role model for soliciting feedback/coaching

Raise the bar:

• Bring fresh ideas, and be ready to suggest new and innovative ways of getting things done
• Learn from your peers, grow together and raise the bar for each other.
• Lead with change as a positive opportunity, and foster this culture across the team

Drive for results:

• Pushes direct reports to achieve and exceed goals
• Helps the team connect their performance with company results
• Creates a “no excuses” team environment

Accountability:

• Holds others accountable through feedback and coaching for achieving agreed upon goals
• Takes formal disciplinary action when warranted to improve lagging performance among direct reports.
• Encourages straight talk among team members to attack problems, not people

Collaboration:

• Fosters effective collaboration among the team in face-to-face and virtual settings
• Diffuses conflict and helps others find common ground
• Creates opportunities for sharing information among team members and across teams

Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.

• Leader. 2+ years of supervisory/people management experience in a software or related Technical Support department.
• Experienced. 2+ years of experience in a software product/technical support department or 5 years of related, direct customer contact experience. Business Intelligence background is preferred
• Educated. Bachelors Degree required.
• A True Team Player. Team player who demonstrates positive, constructive interpersonal skills.
• Communicator. Excellent written and verbal communication skills; and problem solving skills.
• Organised. You have an uncanny ability to juggle and prioritise a high volume workload and handle details accurately and in a timely manner under pressure. Your organisational skills are impeccable.
• Service Minded. You deliver customer support like you expect to receive it; with excellence.
• Technically Savvy. You don’t shy away from opportunities to get into technology and utilising your experience supporting complex enterprise level software.
• Passion and Conviction. You have the ability to inspire passion in others.
• Committed. Building a better workplace by actively pursuing diversity, inclusion, equality and equity.
• 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.