Location: Hybrid in Herndon, VA (3 days/week on site). Up to 25% travel

Clearance Required: TS clearance required, TS/SCI with polygraph preferred

Position Overview

Four Inc. is seeking an experienced BigFix Engineer (Enterprise Technical Support Engineer) to join our growing technical team. This role is responsible for troubleshooting, diagnosing, and resolving complex infrastructure and technology issues across enterprise and customer environments, with a strong focus on BigFix and enterprise IT systems. The successful candidate will combine strong analytical and problem-solving skills with hands-on technical expertise to perform root cause analysis, implement permanent corrective actions, and manage critical incidents through resolution. You'll work closely with customers, internal engineering teams, and technology vendors to restore services, communicate technical findings, and deliver effective solutions across servers, operating systems, networking, storage, virtualization, cloud, and related technologies.

Essential Functions

• Serve as a technical escalation resource for complex, high-impact customer issues, taking ownership from initial escalation through resolution.
• Diagnose and resolve advanced hardware, software, infrastructure, integration, and performance issues using logs, diagnostic data, and other technical evidence.
• Perform root cause analysis, reproduce issues in test environments, and develop sustainable solutions to prevent recurring problems.
• Develop, test, and implement technical fixes, workarounds, configuration changes, upgrades, and remediation plans.
• Collaborate with engineering, architecture, support, product, vendor, and customer teams to resolve issues requiring specialized expertise.
• Support major incidents and business-critical events, including incident response, service recovery, and after-hours/on-call support when required.
• Provide clear technical guidance and maintain thorough documentation of troubleshooting activities, resolutions, known issues, lessons learned, and recommended improvements.
• Conduct proactive health checks and technical assessments while staying current on supported technologies, security requirements, patches, upgrades, and industry best practices.
• Plan and support the deployment of HCL BigFix infrastructure, including BigFix instances, agents, relays, and purchased modules, while developing prerequisite documentation for required hardware, software, network, and configuration changes.
• Monitor, analyze, and optimize the performance, availability, and configuration of BigFix infrastructure and applications, including SQL databases, in accordance with industry standards and HCL best practices.
• Provide advanced troubleshooting and technical assistance for BigFix environments, including diagnosing performance, configuration, and infrastructure issues and implementing appropriate remediation and corrective actions.
• Conduct ongoing system health assessments and remediate findings from HCL annual health checks while identifying opportunities to improve operational and maintenance processes, including disaster recovery, certificate renewals, and replication.
• Plan and execute integrations between BigFix and major enterprise applications, including ServiceNow, Splunk, and Qualys, while developing technical recommendations and documentation to support continuous improvement.
• Provide technical guidance, ad-hoc enablement, and knowledge transfer to customer and internal teams on BigFix technologies, capabilities, configuration, and best practices.
• Travel to customer locations and provide after-hours support when required for business or customer needs.
• Represent Four Inc. in a professional, mission-focused manner during calls, emails, and meetings
• Uphold Four Inc.'s core values and guiding principles in all interactions, decisions, and responsibilities.
• Other duties as assigned

Our Core Values

At Four Inc., our values guide how we work, make decisions, and serve our customers and each other. We look for team members who embody:

• Integrity- We act with honesty, accountability, and transparency.
• Excellence- We strive for high-quality results and going above and beyond.
• Innovation- We embrace new creativity, continuous learning, and forward thinking.
• Growth- We prioritize development and expansion as individuals and as an organization.
• Compassion- We lead with empathy, respect, and consideration for others.
• Better Together- We collaborate, support one another, and recognize that our best results come from working as a team.

What We Offer

• Competitive pay and benefits (medical, dental, vision, 401k with match, company-paid life/short-term disability, long-term disability insurance, paid time off, all federal holidays off, etc.)
• Great company culture and perks (regular office happy hours, peer-to-peer recognition program, free building gym access, hybrid work environment, etc.)
• Collaborative environment with room for professional development and learning.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical field, or equivalent combination of education and relevant experience.
• 5+ years of relevant systems, infrastructure, technical support, or solutions engineering experience, including 3+ years of hands-on BigFix experience.
• TS clearance required, with ability to obtainTS/SCI clearancewith polygraph and any required customer-specific access credentials.
• Strong knowledge of enterprise IT infrastructure and experience troubleshooting complex technical issues, performing root cause analysis, and developing permanent solutions.
• Strong analytical, problem-solving, organizational, communication, and customer-service skills, with the ability to manage complex issues independently and effectively communicate with technical and non-technical audiences.
• Experience working with enterprise technology vendors, customer environments, and/or highly regulated environments such as federal government or public-sector ITpreferred.
• Experience with enterprise technologies and tools such asAnsible, ServiceNow, Tableau, Microsoft Office, collaboration platforms, CRM systems, or similar technologies.
• Relevant technical certifications and experience supporting major enterprise technology manufacturerspreferred.
• Willingness to travel to customer locations and provide after-hours support as business or customer needs require.

Physical Requirements

The work is generally sedentary and performed in an office or remote setting; however, some travel to government or partner sites may be required. The position may require:

• Visual acuity to view computer screens, read technical documents, and perform data analysis and data entry
• Ability to sit or stand for extended periods
• Manual dexterity sufficient to operate a keyboard, mouse, and other office equipment
• Occasional lifting or carrying of equipment, boxes, or documents (typically under 40 lbs)
• Ability to hear and speak clearly in virtual and in-person meetings

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.