Advanced Consulting Engineer (ACE)

The Basics:

Advanced Consulting Engineers (ACEs) are post-sale product experts that communicate technical nuances to assist Tanium customers as they articulate their business objectives. A highly experienced technical resource, ACEs are engaged by Customer Success to handle extraordinary customer engagement issues (e.g., stalled adoption) at Enterprise and Major accounts and may be leveraged by the broader account team for short-term engagements to provide product-specific guidance for advanced use cases.

What You'll Do:

• Business Objective Realization: Play a crucial role in the customer journey to operationalize business objectives and provide value realization in complex or stalled adoption.
• In-depth Knowledge Transfer: Involved in enabling end-users to effectively use Tanium products, to get past stalled adoption.
• Post-sales Technical Advisory: Support and document technical setup and configuration of complex products into runbooks, due to stalled adoption from the customer. Able to provide onsite technical assistance for support issues causing adoption and/or churn risk.
• Post-engagement Feedback: Following the engagement, provide documented feedback to Product, Engineering, Enablement, and Customer Service Operations.

We're Looking For:

• Education
  • Associates degree or equivalent experience required
  • Bachelor degree in Computer Science, MIS, or similar experience a plus
• Must Have
  • 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).
  • Extensive Hands-on Tanium experience
  • 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.
  • Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others. Thinks critically, spanning the customer lifecycle, and develops new capabilities on the Tanium platform with a high level of autonomy.
  • 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.
  • 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.
  • Informal 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.
  • A deep sense of ownership in the work, no matter how small the task. Willing to jump into any effort to help the team succeed.
  • 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.