Principal Support Engineer – Endpoint

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the subject-matter authority on endpoints for the support team.

• Assess customer endpoint configurations, controls, and policies, providing prioritized recommendations.

• Evaluate Reach's endpoint results, distinguishing between significant issues and minor noise while clarifying urgency.

• Resolve integration challenges between Reach and external endpoint and security tools, such as EDR, DLP, and MDM.

• Analyze complex engineering-level customer issues comprehensively using logs, telemetry, diagnostics, and OS-level reasoning.

• Create clear diagnoses and suggested solutions for the Engineering team.

• Assist Sales Engineering teams in interpreting endpoint results and justifying recommendations.

• Collaborate with Engineering and QA to report defects, validate solutions, confirm workarounds, and facilitate root-cause analysis.

• Write and update runbooks, troubleshooting manuals, and internal documentation.

• Maintain lab or testing capabilities to validate endpoint behavior and integration scenarios.

⛳️ Requirements

• Over 6 years of extensive, hands-on experience with Windows and macOS endpoint agents and endpoint security in enterprise settings.

• Experience in a senior individual-contributor position such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.

• Proven expertise in endpoint agent behavior across Windows and macOS, covering installation, upgrades, persistence, OS compatibility, performance, and stability.

• In-depth understanding of Windows at the kernel level, including ETW, WFP, memory management, process/thread behavior, and driver interactions.

• Familiarity with macOS internals, including the Endpoint Security framework, System Extensions, FSEvents, MDM interactions, notarization, code signing, and process lifecycle.

• History of analyzing endpoint telemetry, logs, and diagnostics to identify root causes in complex system interactions.

• Experience in resolving interoperability challenges between endpoint agents and security tools such as EDR, DLP, MDM, or similar technologies.

• Basic knowledge of Linux system administration.

• Experience in enterprise-scale environments with large endpoint fleets.

• Ability to prioritize critical findings and controls, providing clear advisory to customers.

• Excellent written and verbal communication skills.

• Strong time management skills and a sense of urgency in situations affecting customers.

• BS or MS in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Preferred: experience in supporting endpoint security, insider risk, or behavioral-analytics platforms.

• Preferred: experience in replicating customer issues within production-like endpoint labs.

• Preferred: familiarity with AWS, Azure, or GCP.

• Preferred: knowledge of Linux internals.

• Preferred: hands-on experience with CrowdStrike Falcon, Microsoft Defender, SentinelOne, or similar tools.

• The application form will inquire whether the applicant is a US citizen or a Green Card holder.

🏝️ Benefits

• Competitive salary and equity package.

• Medical, dental, and vision insurance, including options for company-paid employee coverage.

• FSA, HSA, and 401(k) plans.

• Company-paid life insurance and disability coverage, with additional buy-up options.

• Voluntary pet insurance.

• Identity theft coverage.

• Legal services.

• Unlimited PTO and sick leave.