Troubleshoot and resolve customer issues across our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed
Communicate solutions clearly and professionally, adapting explanations to each customer’s technical level
Document findings, including troubleshooting steps, root cause summaries, and knowledge‑base content to support self‑service
Collaborate cross‑functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently
Advocate for the customer by identifying patterns in reported issues and recommending product improvements
Participate in on‑call rotations (if applicable) to ensure timely support coverage
Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions
Identify and drive supportability improvements for products, tools, and processes
Participate in technical reviews, contributing to a culture of engineering excellence and high ownership

3-5 years of experience in software engineering with a strong focus on customer engineering and support
Expertise in architecting, designing, and debugging enterprise software or cloud services using C++
Must be U.S. citizen residing on U.S. soil
Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems
Hands-on proficiency in Python and PowerShell for automation and data analysis
Knowledge of profiling and debugging tools (e.g., Win DBG, WireShark)
Experience with virtualization/cloud environments (vSphere, AWS, Azure)
Experience installing/configuring Windows and/or Linux OS, Active Directory, DNS
Experience in customer-facing problem solving
Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred

Software Engineer – Customer Escalations, C++

Key skills