About us
Tableau is one of the world’s fastest growing software companies. We’ve been ranked as the clear market leader in the Gartner Magic Quadrant for BI & Analytics for the seventh year running. Not only do we have world-class products, Tableau is also the 3rd fastest growing marketable skill! 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®" 2021 — 12 years in a row).
Your role
Within our application, server and cloud teams, you’ll be exclusively focused on our Premium customers in the enterprise space, across multiple industries. You will work closely with Technical Account Managers to own all aspects of the triage and resolution of highly complex, technical, and application-related issue impacting product functionality in customer-specific environments, or issues that directly hamper a broader customer adoption of Tableau products.
About you
You have a minimum of 3-5 years experience in a Technical Support role, outstanding troubleshooting and communication skills, as well as strong knowledge and demonstrable experience in some of the following areas:
Databases MS SQL, My SQL, Postgres, Oracle, MSAS, Snowflake, Redshift
Networking DNS, SSL, Proxies and Load Balancers, Fiddler, Wireshark
Authentication Active Directory, SAML, Kerberos, OAuth, OpenID
Operating Systems Windows Server, Linux (Red Hat and Debian), Mac OSX
Virtualisation AWS, Citrix, Azure, VMWare
You do not need previous experience with our product, as we will provide all the support and training needed to develop your knowledge during your on-boarding programme.
As we support customers across EMEA, fluency in Spanish and English is required.
What you’ll achieve
3 months:
Attend our 3 week bootcamp
Build your product knowledge through peer shadowing and customer interactions
Master our support workflows and processes
6 months:
Earn certifications, become a Qualified Associate in Tableau Desktop or Server
Become a subject matter expert in a product specific area
Lead knowledge sharing through training and hands-on workshops
Continuous learning is encouraged and supported through sponsorship of third party certifications and free access to external learning platforms.
About Dublin
In our Dublin hub, in Ballsbridge, our local team has grown to over 115 since 2013. While worldwide we have over 4500 people across 17 countries. We have approximately 60 people in our EMEA technical support team covering over 20 nationalities.
The culture is highly collaborative, fun, and energising. We live by our core values; delighting customers, honesty, respect and simplicity. We’re a customer obsessed company, acting with urgency to solve our customer’s issues so they can realise the full potential of Tableau.
Maintain excellent relationships with Major Account Care customers, Technical Account Managers, Strategic Account teams, Consulting, Product Management and Development, ensuring all work is customer focused.
Collaborate with internal virtual teams to appropriately prioritise high-profile and escalated cases.
Research, reproduce and lead highly complex support cases to resolution with a high sense of urgency and professionalism.
Apply in-depth troubleshooting and debugging skills to identify the root cause of issues.
Accurately create extensive reproduction environments, capturing observed behaviours for further troubleshooting.
Partner with Development teams to prioritise and resolve product defects.
Document known solutions to internal and external knowledge base.
Test and debug our software, ensuring fixes match customer use case.
