Systems Engineer

This is a fully remote position, open to applicants in Arizona, +20 more states.

📋 Description

• Serve as a Tier 3 escalation point for intricate customer and product challenges, including direct communication with customers via phone or Zoom as necessary.

• Take ownership of technical triage and investigation for escalated issues, evaluating impact and urgency while determining the best path to resolution.

• Conduct troubleshooting across Windows endpoints, services, registries, permissions, networking, connectivity, cloud services, APIs, and application data.

• Replicate issues and document findings from investigations, including reproduction steps, logs, environmental details, relevant data, and suspected root causes.

• Work collaboratively with development teams to pinpoint bugs, ascertain root causes, assess solutions, and confirm fixes.

• Navigate application source code to comprehend product behavior, trace issues, and deliver actionable insights to developers.

• Propel escalated issues toward resolution while coordinating with Engineering, QA, Product, Support, and Customer Success teams.

• Verify fixes against initial customer scenarios from both technical and customer viewpoints.

• Engage in production incident investigations and contribute to both corrective and preventive actions.

• Develop and maintain scripts, tools, workflows, and automation to enhance troubleshooting, diagnostics, and operational efficiency.

• Contribute to improvements in monitoring, logging, diagnostics, and observability.

• Create and sustain internal technical documentation for product behavior, features, troubleshooting processes, and known issues.

⛳️ Requirements

• A minimum of 2 years of experience in technical troubleshooting, systems engineering, escalation, or a related role, preferably supporting SaaS or cloud-based products.

• Proficiency in backend programming languages within our technical stack (Elixir, Rust, C#).

• Strong troubleshooting capabilities with Windows-based endpoints, encompassing services, registry, logs, permissions, firewalls, networking, and remote access.

• Excellent investigative and critical-thinking abilities, with a knack for transforming ambiguous technical problems into reproducible issues and likely root causes.

• Familiarity with cloud platforms and concepts such as AWS, GCP, or similar technologies.

• Solid understanding of web technologies, including HTTP, REST APIs, authentication methods like OAuth, and common web debugging tools.

• Experience in writing and optimizing SQL queries for investigating application and data-related issues.

• Proficient in working with logs, metrics, monitoring, and diagnostic tools.

• Experience with scripting or automation using PowerShell, Python, or similar technologies.

• Knowledge of Git and source control workflows, along with issue-tracking platforms such as Linear, Jira, or Zendesk.

• Comfort in reading and navigating application source code as part of troubleshooting and root-cause analysis.

• Quick learner with the tenacity to manage ambiguity and complete tasks effectively.

• Detail-oriented and possess a collaborative mindset.

• Exceptional written and verbal communication skills, capable of articulating technical findings to engineers, customer-facing teams, and customers.

• Strong sense of ownership and the ability to independently drive technical issues from initial investigation to resolution.

• Must reside in one of PDQ’s open U.S. states: Arkansas, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kentucky, Maryland, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, Oklahoma, Oregon, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin.

• Most full-time positions do not qualify for employment visa sponsorship.

🏝️ Benefits

• 4-Day Work Week

• Equity Participation

• Supportive managers who prioritize professional development

• 100% Premium Coverage for medical, dental, and vision for you and your dependents

• 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance

• Company Match of the first 6% of your employee deferrals

• Flexible Paid Time Off Policy

• Health Savings Account (HSA) and wellness incentives

• Quarterly Company Values Award (team member nominated)