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Tableau Software (www.tableausoftware.com) is the leading provider of fast analytics and visualization software. Our award winning products make it easy for business people in every country and every industry to rapidly transform their data into smart visual analytics via a drag-and-drop interface. This is an opportunity to help us build one of the most important companies in the software industry – a task that starts with people.

Located in the “center of the universe” (Fremont) Seattle, WA, Tableau’s culture is casual yet high energy. We are passionate about our product and loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, making a difference in the world and enjoy being a group of “foodies”.

Position Summary

The Senior Escalation Engineer will be the technical lead on investigation and resolution of escalated product issues on a next-generation Visual Analytics and Collaboration suite. This Engineer will work closely with other developers, quality assurance, and product management to ensure the successful resolution of high profile and complex technical inquiries involving multiple technologies. The Engineer will be a quick study, curious by nature, and passionate about helping customers. The Engineer will be working in a dynamic and fast-paced environment creating shrink-wrapped and web-based software that changes how people work with data.

The Senior Escalation Engineer will be responsible for leading the technical investigation and resolution of customer identified defects, product issues, or installation and configuration issues.

Responsibilities

• Work with Sales Consultants, Support Specialists, and customers to resolve technically complex issues with Tableau’s Desktop and Server products
• Gather and do preliminary analysis of product log files, crash dumps, network traces, etc.
• Replicate and test product issues within various environments, resulting in viable potential fixes
• Debug product defects and work with product development engineers to resolve complex cases that require patching
• Daily collaboration with front-line Support Specialists to provide technical action plans or to take ownership of the most difficult cases
• Maintain strong working knowledge of pre-release products and develop product improvements
• Write and publish technical notes to expand the product’s knowledge base and FAQs

Experience

• 3+ years experience providing technical/escalation support
• Debugging and source code analysis skills and familiarity with products such as WinDbg
• Strong knowledge of enterprise network level infrastructure (firewalls, proxies, routing, VPN, etc.)
• Experience monitoring network traffic (primarily HTTP) using a tool such as Fiddler or WireShark
• Understanding of C++ and experience implementing C++ systems on Windows platforms
• Good understanding of relational database systems architecture
• Experience configuring and deploying an Apache server is a plus
• Familiarity with a dynamic language such as Ruby, Python, or Perl is a plus
• Knowledge of Javascript is a plus
• Experience in customer support or customer facing projects

Qualifications

• Bachelor’s or MS degree equivalent in computer science