Software Engineer – Customer Escalations, C++

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

📋 Description

• Diagnose and resolve customer concerns related to our products, which includes analyzing logs, replicating issues, and working alongside internal engineering teams when escalation is necessary.

• Clearly and professionally convey solutions, tailoring explanations to match each customer’s technical expertise.

• Document insights, including troubleshooting procedures, root cause analyses, and knowledge-base content to facilitate self-service.

• Work collaboratively across departments with Product, Engineering, and QA to ensure customer issues are comprehended and addressed promptly.

• Champion the customer by recognizing trends in reported issues and suggesting product enhancements.

• Engage in on-call rotations (if applicable) to guarantee timely support availability.

• Collaborate effectively with development, QA, automation, and product teams to provide engineering solutions.

• Identify and promote improvements in supportability for products, tools, and processes.

• Take part in technical reviews, fostering a culture of engineering excellence and accountability.

⛳️ Requirements

• 3-5 years of experience in software engineering, with a strong emphasis on customer engineering and support.

• Proficiency in architecting, designing, and debugging enterprise software or cloud services using C++.

• Must be a U.S. citizen living in the United States.

• Demonstrated experience in performing root-cause analysis and implementing solutions in high-performance, scalable systems.

• Practical knowledge of Python and PowerShell for automation and data analysis.

• Familiarity with profiling and debugging tools (e.g., Win DBG, WireShark).

• Experience with virtualization/cloud platforms (vSphere, AWS, Azure).

• Experience in installing/configuring Windows and/or Linux OS, Active Directory, and DNS.

• Experience in customer-facing problem-solving roles.

• Knowledge of DevOps, Agile methodologies, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred.

🏝️ Benefits

• Employee ownership.

• Health insurance.

• 401k with matching contributions.

• Disability insurance.

• Paid time off.

• Growth opportunities.

• Corporate bonus program.