TaniumTA

Escalation Engineer - ServiceNow

Tanium is on a mission to reduce complexity, improve efficiency and align IT teams for the world's largest companies and government organizations.

Tanium

Employee count: 1001-5000

Salary: 100k-295k USD

United States only
Apply now

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.

For more information on how Tanium processes your personal data, please see our Privacy Policy

Elevate your application

Let our AI craft your perfect cover letter and align your resume to this job's criteria.

By using our AI tools, you consent to sharing your profile with our AI partner for this purpose.

Apply now

Please let Tanium know you found this job on Himalayas. This helps us grow!

Apply now

About the job

Apply before

Aug 01, 2024

Posted on

Jun 02, 2024

Job type

Full Time

Experience level

Senior

Salary

Salary: 100k-295k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Tanium

Learn more about Tanium and their company culture.

View company profile
Tanium is on a mission to reduce complexity, improve efficiency and align IT teams for the world's largest companies and government organizations. Our unified endpoint management and security platform close IT gaps and change the way organizations manage and secure their information systems. Be part of our mission.

Who We Are


Work with intelligent, driven people every day
If your dream is to work with a team of collaborative, passionate, experienced and innovative forward-thinkers, you’ve come to the right place. Our teams strive for analytical rigor, persuasiveness and decisiveness.

Create solutions to previously unsolvable problems for our customers
You'll have the freedom and chance to collaborate with customers, partners and our own subject matter experts to develop real-world solutions to relieve and tackle the biggest pain points in cybersecurity and IT operations.

Thrive in an environment where the potential is limitless
If you want to do the best work of your career, this is the place for you. We're a flat organization with a people-first philosophy in which cross-functional collaboration flourishes in an intense, fast-paced environment.

Be part of a bigger mission to transform the IT market
We don't simply make products for the sake of making products. We are on a mission to make the world a safer place by giving cybersecurity and IT operations teams the tools they need to succeed. Join our mission.

Our Culture


At Tanium, we pride ourselves on creative, out-of-the-box problem-solving. Despite a worldwide employee base of more than 1,500 people, Tanium operates like a much smaller organization, in which individual contributors with all levels of expertise are empowered to make a difference.

Our Core Values


We do the right thing. We win as a team. We are unstoppable.

Our diverse and tenacious team is committed to doing the right thing and never saying never. Persistence, passion, integrity and innovation define us. No two days at Tanium are the same, as each day offers the opportunity to work alongside intelligent, driven colleagues who want to win as a team. If this sounds like you, come work with us.

Employee benefits

Learn about the employee benefits and perks provided at Tanium.

View benefits

Life insurance

We'll cover your life insurance so you don't have to worry.

Healthcare benefits

Medical, dental, and vision insurance for employees and dependents.

Equity benefits

Every employee gets equity, so you are rewarded for your best work.

Paid parental leave

3 months of paid family leave for all parents to support you and your family.

View Tanium's employee benefits
Claim this profileTanium logoTA

Tanium

View company profileVisit tanium.com

Similar remote jobs

Here are other jobs you might want to apply for.

View all remote jobs

21 remote jobs at Tanium

Explore the variety of open remote roles at Tanium, offering flexible work options across multiple disciplines and skill levels.

View all jobs at Tanium

Remote companies like Tanium

Find your next opportunity by exploring profiles of companies that are similar to Tanium. Compare culture, benefits, and job openings on Himalayas.

View all companies

Find your dream job

Sign up now and join thousands of other remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan