5 days ago
Remote, United StatesMid Level
Responsibilities
- Serve as a Tier 3 escalation point for complex customer and product issues, including direct customer communication when needed.
- Own technical triage, investigation, reproduction, documentation, and resolution of escalated issues.
- Troubleshoot Windows endpoints, services, registries, permissions, networking, connectivity, cloud services, APIs, and application data.
- Collaborate with Engineering, QA, Product, Support, and Customer Success to isolate bugs, evaluate solutions, and validate fixes.
- Navigate application source code and provide developers with actionable root-cause findings.
- Participate in production incident investigations and corrective and preventive actions.
- Build scripts, tools, workflows, and automation to improve troubleshooting and operational efficiency.
- Contribute to monitoring, logging, diagnostics, observability, and internal technical documentation.
Requirements
- At least 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 in the technical stack, including Elixir, Rust, or C#.
- Strong Windows endpoint troubleshooting skills covering services, registry, logs, permissions, firewalls, networking, and remote access.
- Ability to investigate ambiguous technical problems, reproduce issues, and determine likely root causes.
- Experience with cloud platforms and concepts such as AWS or GCP.
- Understanding of HTTP, REST APIs, OAuth authentication, and common web debugging tools.
- Experience writing and optimizing SQL queries for application and data investigations.
- 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.
- Ability to read and navigate application source code for troubleshooting and root-cause analysis.
- Strong written and verbal communication, ownership, independent execution, collaboration, and ability to work through ambiguity.
Benefits
- Remote position open to candidates residing in PDQ's listed open US states.
- Four-day work week.
- Equity participation.
- Managers who support professional development.
- 100% premium coverage for medical, dental, and vision insurance for employees and dependents.
- 100% premium coverage for short-term disability, long-term disability, life, and AD&D insurance.
- Company match on the first 6% of employee deferrals.
- Flexible paid time off policy.
- Health Savings Account and wellness incentives.
- Quarterly company values award.
