Senior Manager, Technical Support Engineering (Tableau)

About Tableau, a Salesforce company
Tableau helps people see and understand data. Our analytics platform fuels exploration, allowing you to quickly answer questions with data and share insights across your organization. Global enterprises, early-stage startups, nonprofits, and governments all use Tableau's intuitive software to quickly transform their data into actionable insights. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!

The Manager, Technical Support is responsible to ensure support is provided in a timely, customer-oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every Tableau customer support contact is positive. Manage service level agreements and customer satisfaction levels. 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 direct report. Conduct timely and thorough performance reviews.

Primary Responsibilities (Essential Functions):

Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
Track and identify frequently occurring, high impact support issues as candidates for permanent resolution.
Track bug and feature requests status to stay on top of the hot issues.
Keep abreast of product plans and schedule trainings/briefings for your reports
Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
Coach team members to guide customers toward self-serve support options in a service-oriented manner.
Actively manage the support schedule and work assignments.
Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.
Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Training and Systems Managers to address gaps.
Identify training topics and schedule continuing education.
Continuously provide opportunities for team members to actively develop marketable skills
Work with training team to ensure new hire and ongoing training is comprehensive and effective
Maintain one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs
Serve as first level escalation from your directs and pursue each escalation as an opportunity to turn the customer around and into a fan
Provide direct customer support for a minimum of ten hours per week in order to remain current
Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management

Additional Responsibilities:

Recruitment: Tableau hires company builders; employees are expected to be on the constant lookout for the best talent to bring onboard, helping Tableau continue to build one of the best companies in the world.
Other duties as assigned.

Requirements:

More than 2 years of supervisory/management experience in a software Technical Support department

Requires data experience. Data analytics skills are preferred.
Previous experience with Java application server (network and systems)
Experience in a software product/technical support department or related, direct customer contact experience

Excellent written and verbal communication skills in both Japanese and English
Strong desire to provide high-quality customer service
Excellent problem-solving skills
Ability to effectively manage multiple tasks
Strong organizational skills
Team player who demonstrates positive, constructive interpersonal skills
Self-motivated and able to work productively with minimal direction

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.