Senior Enterprise Services Engineer

Tanium

1d•$154,000 - $236,000•Hybrid

About The Position

Enterprise Services Engineers (ESEs) fulfill a vital role in our organization by serving Tanium's customers as hands-on-keyboard experts for both remote and on-site engagements. You will operate in a highly team-based environment with Technical Support Engineers, fellow Engineers, Customer Success Managers, and Sales Account Managers. ESEs contribute to each customers' success by operating and maintaining the Tanium platform and it's modules to achieve customer-specific Operations, Risk, Compliance, Asset, and Security-focused outcomes, either remotely or on on-site with the customer. You’ll have continuous opportunities and challenges which will require you to apply your best technical chops in large enterprise environments, all leveraging the power of Tanium.

Requirements

BA/BS or equivalent experience required
8+ years in the industry with solid technical skills in multiple areas such as networking, security, operations, scripting, and/or programming.
Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python).
Experience with code merging and branching methodologies using GitHub
Experience managing enterprise customers
Prior experience and breadth of knowledge needed to lead customers and internal teams.
Has mastered many new concepts and technologies; continually striving to master the Tanium platform and modules.
Experience with integration of cloud-based services with internally hosted solutions
Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others. SrESEs think critically, spanning the customer lifecycle, and develop new capabilities on the Tanium platform with a high level of autonomy.
Troubleshooting; has mastered enterprise-level troubleshooting.
Experience integrating API-based commercial software products
Good Judgement: takes self-governed, consistent, action to prioritize and weigh cost and value in order to determine the action most appropriately aligned with the Tanium and our mission.
Independent; can work on the most complex problems; should be able to complete tasks that are not well documented; participate in projects specific to their current skills and follow established technical support procedures only requiring help on more complex initiatives or issues.
Communication: have mastered executive communication and demonstrate emotional intelligence, and patience, in all forms of communication. Anticipate blockers and delays for their work and the work of others and communicate appropriately before requiring escalation. SrESEs also analyze whether tasks are the highest and best use of time and practices the redirecting of erroneous requests to re-focus on tasks that will accomplish the key business objectives.
Influencing: demonstrate strong and consistent influence skills, working effectively with their team and strategic customers, to present logical and compelling arguments to enhance innovation and efficiencies.
Leadership: constructively lead in recognizing when conditions have changed, and the team needs to adapt. This requires an attitude and drive that also leads the team in spotting emerging trends and patterns quickly, solving hard problems, and generating creative solutions. Sr. ESE's have a deep sense of ownership in the work that they do, no matter how small the task. They are willing to jump into any effort to help the team succeed. Sr. ESE's actively seek out leadership opportunities, including leading other members of the team, without prompting from leadership. Sr. ESE's have a reputation within, and outside of, their team for being highly collaborative. They use this thinking to actively mentor and coach others to aid in their professional achievement and help avoid problems/high-risk behavior.

Nice To Haves

Hands-on Tanium experience
Relevant technical certifications (Google IT Support Professional Certificate, CISSP, MCSE, A+/Security+/Network+ combined, etc.).

Responsibilities

Work closely with our customers to; Operationalize, administer and maintain the Tanium Platform to solve complex technical issues independently or with the help of teammates
Identify opportunities for our customers to get greater value from the Tanium platform
Consistently and cogently address our customers’ needs through astute verbal and written communication skills
Identify and rapidly assign tier 3 support cases to Technical Support Engineers
Conduct daily health-checks on assigned accounts and work with Technical Support Engineers on strategic customer activities
Contribute to and track activity, after action, root cause and daily status reports
Document best practices and Play Book entries
Work closely with CSMs on improving Tanium operational status within key accounts
Provide technical direction to customer IT support staff