Systems Engineer

Summary

PDQ is a device management company that makes IT administration simpler, more secure, and more efficient. The Systems Engineer will serve as a Tier 3 escalation point, investigating complex technical issues, supporting production systems, collaborating with engineering and customer-facing teams, and driving escalated issues through resolution.

Responsibilities

• 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

Skills

• 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
• 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
• 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

Qualifications

Must Haves

• 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
• 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
• 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

Benefits

• 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.
• 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)