Job Technical Support-L1,2,3

Senior Technical Support Engineer, Premium Support - French, German or Spanish

Job Details

Senior Technical Support Engineer, Premium Support, French, German or Spanish Speaker - Tableau


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 — 13 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.


Some of the things you’ll be doing

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.

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 English and German, Spanish, or French 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