Associate Technical Support Engineer

About the role

You own the end-to-end resolution of technical support cases for Tanium customers, directly triaging inbound inquiries and solving complex issues with a focus on rapid response and high customer satisfaction. You work both reactively to address immediate tickets and proactively to improve the overall experience of enterprise customers using the Tanium platform. In this role, you document best practices, track activity, and clearly communicate root causes while serving as a technical subject matter expert focused on testing and troubleshooting. You continuously apply your technical skills while building new capabilities in scripting and debugging to handle diverse support scenarios. You test Tanium features thoroughly and provide actionable feedback to Engineering teams to influence product improvements. This position reports to a Support Manager and requires fluency in Japanese to effectively communicate with and support customers in Japan. You are expected to independently manage tasks and complete assignments with limited assistance, escalating only complex enterprise issues when necessary.

Key facts

What you'll do

• Assisting customers by triaging inbound support cases with careful attention to detail and accurate information gathering.
• Solving customer support cases efficiently using structured troubleshooting methodologies and clear problem decomposition.
• Working with other Support Engineers to assist with their assigned cases, sharing insights and supporting team capacity.
• Answering customer questions in the Tanium community site with clear, helpful, and technically accurate responses.
• Documenting best practices related to Tanium use and support workflows for internal knowledge sharing.
• Tracking activity, documenting root cause analysis, and reporting on case trends to identify recurring issues.
• Serving as a technical subject matter expert, focusing primarily on testing and troubleshooting Tanium features and integrations.
• Testing Tanium functionality and providing feedback to Engineering teams on improvements for the overall customer experience.
• Demonstrating solid understanding of Windows operating systems, including administration, troubleshooting, and configuration in enterprise environments.
• Applying aptitude for comprehending complex troubleshooting scenarios and breaking them into manageable, ordered steps.

Requirements

• Must have an Associates degree or equivalent experience, with a BS degree in Computer Science, MIS, or similar experience being a plus.
• Must possess 3+ years of professional experience with solid technical skills in networking, security, operations, scripting, and/or programming.
• Must be fluent in Japanese to perform all aspects of the role effectively.
• Must demonstrate ability to master new concepts and technologies while continually striving to master the Tanium platform and its modules.
• Must show strong problem-solving capabilities and the capacity to clearly convey problem statements and plans to others.
• Must exercise good judgment by weighing cost and value in decision making and practicing consistent, improved judgment over time.
• Must work independently, completing tasks with limited assistance and following technical support procedures for standard engagements.
• Must have a solid understanding of Windows operating systems, including administration, troubleshooting, and configuration in enterprise environments.
• Must maintain good judgment and consistency when handling complex troubleshooting situations in enterprise contexts.
• Must adhere to Tanium technical support procedures and contribute to process improvement where appropriate.

Nice to have

• Prior experience and breadth of knowledge needed to support customers across diverse technical environments.
• Hands-on Tanium experience demonstrating familiarity with the platform and its core capabilities.
• Relevant technical certifications such as Google IT Support Professional Certificate, CISSP, MCSE, or A+/Security+/Network+ combined.
• Experience in one or more technical domains including Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, and Utility Scripting using bash, PowerShell, VBScript, or Python.
• Experience with Windows Server administration, Active Directory, Group Policy, and Windows-based endpoint management tools such as SCCM or Microsoft Intune.
• Familiarity with Windows event logs, registry, and system diagnostics for advanced troubleshooting in enterprise environments.

Practical notes

• This role requires Japanese fluency as a mandatory requirement for all job functions.
• Engagement type and compensation details are specified in the source documentation and should be reviewed in the original offer materials.
• Work location options include Nagoya, Osaka, and Tokyo, all in hybrid arrangements as defined by company policy.
• Travel requirements, visa processes, and application deadlines are determined by internal Tanium hiring procedures and are not detailed in this public description.
• Candidates should align with Tanium commitments to equal opportunity, diversity, and inclusion as reflected in company policies.