Senior Enterprise Services Engineer

The Basics: Enterprise Services Engineers (ESEs) fulfill a vital role in our organization by serving Solstice Analytics'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 Solstice Analytics 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 Solstice Analytics. What You’ll Do: Work closely with our customers to; Operationalize, administer and maintain the Solstice Analytics Platform to solve complex technical issues independently or with the help of teammates Identify opportunities for our customers to get greater value from the Solstice Analytics 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 Solstice Analytics operational status within key accounts Provide technical direction to customer IT support staff Travel Requirements: 25 % of time expected to travel We’re Looking For: Education BA/BS or equivalent experience required Experience 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 Solstice Analytics 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 Solstice Analytics 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 Solstice Analytics 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. Other (Preferred) Hands-on Solstice Analytics experience Relevant technical certifications (Google I