Software Engineer - Customer Escalations - C++

Job Title: Customer Escalation Engineer

Job Summary 

We are seeking a passionate and highly skilled Customer Support Engineer to diagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role, you will leverage your understanding of enterprise VDI solutions to ensure world-class product quality for customers across diverse virtual environments. You’ll serve as a technical mentor, champion continuous improvement, and help bridge teams through effective communication and leadership. This is an exciting opportunity to make a direct impact on enterprise software solutions powering today's remote and hybrid workplaces. 

Key Responsibilities 

• 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. 

Continuous Improvement: 

• Identify and drive supportability improvements for products, tools, and processes. 

• Participate in technical reviews, contributing to a culture of engineering excellence and high ownership. 

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Qualifications 

• 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., WinDBG, 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. 

• Excellent communication and teamwork skills. 

• Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred. 

Performance Goals 

• First 2 Months: Become familiar with the remote experience stack in Horizon and handle incoming customer issues, focusing on US customers. 

• By Sixth Month: Handle at least 50% of incoming Federal issues as either the primary engineer or as the proxy engaging with other SMEs. 

• Ongoing: Develop product changes to help address chronic customer issues or improve supportability of the product.