Enterprise Services Engineer

• Number of Positions Available: 5
• Position: Enterprise Services Engineer
• Clearance Required: TS Or TS/SCI
• Start ASAP
• Job Location: Ft Meade, MD – Onsite
• Job Type: Full Time Permanent Employee
• Benefits: Full Medical Benefits + Paid Leave
• Compensation: $100,000 to $140,000 + 20% Bonus for on-target earnings + Equity (Restricted Stock Units)
• Fully- paid End-Point Management Software Training
• Hands-on End-Point management tools experience a major plus

The Basics

Enterprise Services Engineer fulfill a vital role in our organization to serve our customers. Operating in a highly-cooperative team environment with TAMs, engineers, customer success managers, and sales account managers, Services Engineers contribute to each customer’s success by supporting our End-Point Visibility and Management Platform and our customers in the field. You’ll have continuous opportunities to apply your best technical chops in large enterprise environments while building new skills ranging from managing important relationships to scripting.

What you’ll do:

• Attend 3 weeks introductory training to learn our End-Point Visibility and Control platform
• Attend quarterly 1 week ongoing technical training
• Work closely with our customers to:
  • Triage inbound support cases
  • Solve Tier 1 & 2 cases independently or with the help of teammates
  • Identify and rapidly assign tier 3 support cases to Technical Account Managers
  • Conduct daily health-checks on assigned accounts
  • Work with Technical Account Managers 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 the End-Point platform’s operational status within key accounts
  • Provide technical direction to customer IT support staff

We’re looking for someone with:

• Education
  • BA/BS or equivalent experience required
• Experience
  • 5 years of experience in IT/Consulting
  • 5 years of experience in Systems Administration/Engineering
  • Hands-on End-Point management tools experience a major plus
  • Strong troubleshooting skills
  • Ability to articulate and communicate
  • Broad knowledge across several technical domains, coupled with deep knowledge in one or more of the following:
    • Endpoint Security
    • Endpoint Support/Troubleshooting
    • Incident response
    • Systems Management
    • Systems Administration
    • Software Engineering
    • Utility Scripting (e.g. bash, PowerShell, VBScript, Python, etc.) – Highly Regarded
  • Demonstrated critical thinking skills
  • Ability to break a problem down into manageable, ordered piece parts
  • Ability to convey problem statement and plan of attack to others
  • TS Or TS/SCI clearance required

About the Employer

We empower the world’s largest organizations to manage and protect their mission-critical networks. There’s a reason why 6 of the top 10 retailers, 12 of the top 15 US banks, and 4 of the US Armed Forces use our product. We provide lightning-fast capabilities at their fingertips to see everything and do anything across their computer networks – with unparalleled scale.

We pride ourselves on being unstoppable in the pursuit of our mission. We are diverse problem solvers driven to do the right thing and win as a team.