Location- Remote, US - This position is open to candidates residing in any of PDQ's open states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.
About the role:We are seeking a Systems Engineer to join our PDQ Connect and SmartDeploy teams. Sometimes referred to as a Systems Engineer, Escalation Engineer, or Triage Engineer, this role sits at the intersection of software engineering, support, and customer success. You will investigate complex technical issues, support production systems, fix issues, and work closely with our developers, QA, and product teams to ensure fast and reliable resolution of escalated issues.
Why this role matters:You'll be the connective tissue between our customers and engineering, making it easier for the team to build great features while ensuring customer-reported problems are understood, reproducible, and resolved quickly.
How you might spend your day:- Act as a Tier 3 escalation point for complex customer and product issues, including working directly with customers via phone or Zoom when needed.
- Own the technical triage and investigation of escalated issues, assessing impact and urgency and determining the appropriate path to resolution.
- Troubleshoot across multiple layers of the product, including Windows endpoints, services, registries, permissions, networking, connectivity, cloud services, APIs, and application data.
- Reproduce issues and document clear investigation findings, including reproduction steps, logs, environmental details, relevant data, and suspected root causes.
- Collaborate with development teams to isolate bugs, identify root causes, evaluate potential solutions, and validate fixes.
- Navigate application source code to understand product behavior, trace issues, and provide developers with actionable findings.
- Drive escalated issues through resolution, maintaining ownership and visibility while coordinating with Engineering, QA, Product, Support, and Customer Success.
- Validate fixes against the original customer scenario to ensure issues are resolved from both a technical and customer perspective.
- Participate in production of incident investigations and contribute to corrective and preventive actions.
- Build and maintain scripts, tools, workflows, and automation that improve troubleshooting, diagnostics, and operational efficiency.
- Contribute to monitoring, logging, diagnostics, and observability improvements.
- Create and maintain internal technical documentation for product behavior, new features, troubleshooting processes, and known issues.
We're looking for people who have:- 2+ years of experience in technical troubleshooting, systems engineering, escalation, or similar role, ideally supporting SaaS or cloud-based products.
- Experience with backend languages within our technical stack (Elixir, Rust, C#)
- Strong troubleshooting skills with Windows-based endpoints, including services, registry, logs, permissions, firewalls, networking, and remote access.
- Strong investigative and critical-thinking skills, with the ability to take an ambiguous technical problem and narrow it down to a reproducible issue and likely root cause.
- Experience working with cloud platforms and concepts such as AWS, GCP, or similar technologies.
- A solid understanding of web technologies, including HTTP, REST APIs, authentication such as OAuth, and common web debugging tools.
- Experience writing and optimizing SQL queries to investigate application and data-related issues.
- Experience working with logs, metrics, monitoring, and diagnostic tools.
- Experience with scripting or automation using PowerShell, Python, or similar technologies.
- Familiarity with Git and source control workflows and issue-tracking platforms such as Linear, Jira, or Zendesk.
- Comfort reading and navigating application source code as part of troubleshooting and root-cause analysis.
Who you are:- Ability to learn quickly and tenacity to work in ambiguity and complete tasks
- Detail attentiveness and a collaborative mindset
- Excellent written and verbal communication skills, with the ability to clearly communicate technical findings to engineers, customer-facing teams, and customers.
- A strong sense of ownership and the ability to independently drive technical issues from initial investigation through resolution.
Why You'll Love Working at PDQ:PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including:
- 4-Day Work Week
- Equity Participation
- Managers who champion 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 that treats you like the adult that you are
- Health Savings Account (HSA) and wellness incentives
- Quarterly Company Values Award (team member nominated)
