Systems Engineer
Investigate and resolve complex customer and production issues across Windows endpoints, cloud services, APIs, and application data. The role requires strong technical troubleshooting, source-code navigation, scripting, SQL, and cross-functional collaboration with engineering and customer-facing teams.
About the job
Responsibilities
- Serve as a Tier 3 escalation point for complex customer and product issues, including direct customer interactions when needed.
- Own technical triage and investigation of escalated issues, assessing impact, urgency, and resolution paths.
- Troubleshoot Windows endpoints, services, registries, permissions, networking, connectivity, cloud services, APIs, and application data.
- Reproduce issues and document investigation findings, reproduction steps, logs, environmental details, relevant data, and suspected root causes.
- Collaborate with development teams to isolate bugs, identify root causes, evaluate solutions, and validate fixes.
- Navigate application source code to understand product behavior and provide actionable findings to developers.
- Drive escalated issues through resolution while coordinating with Engineering, QA, Product, Support, and Customer Success.
- Validate fixes against original customer scenarios.
- Participate in production incident investigations and contribute to corrective and preventive actions.
- Build and maintain scripts, tools, workflows, and automation for troubleshooting and operational efficiency.
- Improve monitoring, logging, diagnostics, and observability.
- Create and maintain internal technical documentation.
Requirements
- 2+ years of experience in technical troubleshooting, systems engineering, escalation, or a similar role, ideally supporting SaaS or cloud-based products.
- Experience with backend languages such as Elixir, Rust, or C#.
- Strong troubleshooting skills with Windows-based endpoints, including services, registries, logs, permissions, firewalls, networking, and remote access.
- Strong investigative, critical-thinking, communication, and problem-solving skills.
- Experience with cloud platforms and concepts such as AWS or GCP.
- Understanding of HTTP, REST APIs, OAuth, and web debugging tools.
- Experience writing and optimizing SQL queries.
- Experience with logs, metrics, monitoring, and diagnostic tools.
- Experience with scripting or automation using PowerShell, Python, or similar technologies.
- Familiarity with Git, source-control workflows, and issue-tracking platforms such as Linear, Jira, or Zendesk.
- Comfort reading and navigating application source code for troubleshooting and root-cause analysis.
- Ability to independently drive technical issues from investigation through resolution.
Benefits
- Four-day work week.
- Equity participation.
- Professional development support.
- Employer-paid medical, dental, vision, disability, life, and AD&D insurance coverage for employees and dependents, where specified.
- 401(k) match on the first 6% of employee deferrals.
- Flexible paid time off.
- Health Savings Account and wellness incentives.
Skills
Elixir, Rust, C#, Windows, AWS, GCP, Http, REST APIs, OAuth, SQL, PowerShell, Python, Git, Jira, Zendesk
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