Software Engineer - Customer Escalations - C++

Job Title:Customer Escalation Engineer

Job Summary

We areseekinga passionate and highly skilledCustomer Support Engineertodiagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role, you willleverageyourunderstanding of enterprise VDI solutionsto ensure world-class product quality for customers across diverse virtual environments.You’llserve 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 issuesacross our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed.

• Communicatesolutions 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‑functionallywith Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently.

• Advocate for the customerbyidentifyingpatterns in reported issues and recommending product improvements.

• Participate in on‑call rotations(if applicable) to ensuretimelysupport coverage.

Continuous Improvement:

• Identifyand drive supportabilityimprovements 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 yearsof experience in software engineering with a strong focus oncustomer engineering and support.

• Expertisein architecting, designing, and debugging enterprise software or cloud services using C++.

• Must be U.S. citizenresidingon U.S. soil.

• Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems.

• Hands-onproficiencyin Python and PowerShell for automation and data analysis.

• Knowledge ofprofiling anddebuggingtools (e.g.,WinDBG,WireShark).

• Experience with virtualization/cloud environments (vSphere, AWS, Azure)

• Experience installing/configuring Windowsand/or LinuxOS, 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 incomingFederal issues as either the primary engineer or as the proxy engaging withotherSMEs.

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