Escalation Engineer - ServiceNow

The Basics:

At Tanium, our Escalation Engineer - ServiceNow (EE) serves our customers by troubleshooting complex technical issues and answering technical questions that our customers and Support TAMs have in a timely manner for the Tanium – ServiceNow integration applications. Operating in a collaborative team environment with other EEs, Principal Escalation Engineers (PrEEs), Engineering, and Support TAMs (STAMs), EEs contribute to each customer’s success by assisting in solving critical and complex technical issues.

What You’ll Do:

Assist customers by:

• Identifying the root cause of escalated issues
• Working with TAMs, Support TAMs, or Engineering to assist them in solving complex customer issues
• Assisting in the resolution of highly critical issues
• Able to work flexible shifts and on-call schedules to ensure availability for customer issues

Improve customer experience by:

• Documenting best practices, workarounds, troubleshooting guides, knowledge base articles, and whitepapers
• Providing technical direction for TAMs or Support TAMs
• Mentoring global team of other EEs & TAMs or Support TAMs
• Collaborating with PrEEs or Engineering to provide global technical leadership
• Develop, maintain and/or deliver training and other enablement activities
• Participating in, and leading, the technical interview process

We’re Looking For:

Education

• Associates degree or equivalent experience required 
• BS degree in Computer Science, MIS, or similar experience a plus 

Experience and Skills

Must Haves:

• 10+ years industry experience
• 2-3 years experience troubleshooting ServiceNow Platform (ACLs, Upgrades, Logs and Performance Analysis)
• Exposure to Common ServiceNow frameworks (VR, CSDM, etc.)
• Integration knowledge using IntegrationHub and Flow Designer
• Intermediate knowledge of scripting languages like JavaScript, HTML, and CSS.
• Solid understanding of ServiceNow platform concepts, including forms, workflows, UI actions, business rules, script includes, and integrations.
• Advanced knowledge of how ServiceNow’s Identification and Reconciliation Engine (IRE) operates as well as ETL concepts related to CMDB/Discovery workflows
• Experience implementing and troubleshooting advanced business rules, scripted REST APIs, Integrations (GraphQL/REST) and workflows
• One of the following ServiceNow Certifications
• Software Asset Management
• Hardware Asset Management
• IT Service Management
• IT Operations Management (or equivalent micro certifications; CMDB, Discovery Service Mapping, ACC)
• SecOps

Good to Have:

• Prior experience and breadth of knowledge needed to lead customers and internal teams.
• Hands-on Tanium experience.

About Tanium 

Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

What you’ll get

The annual base salary range for this full-time position in the US is $100,000 to $295,000. This range is an estimate for what Tanium will pay a new hire in the US. The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience.

In addition to an annual base salary, team members will receive equity awards and a generous benefits package consisting of medical, dental and vision plan, family planning benefits, health savings account, flexible spending account, transportation savings account, 401(k) retirement savings plan with company match, life, accident and disability coverage, business travel accident insurance, employee assistance programs, disability insurance, and other well-being benefits.

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