Remote Systems Engineer - Escalations & Troubleshooting

PDQ; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

4-Day Work Week

Equity Participation

Medical, dental and vision coverage

Company match for retirement

Job summary

PDQ is hiring a Systems Engineer to join the PDQ Connect and SmartDeploy teams. You will investigate complex technical issues, support production systems, and coordinate with engineering, QA, and product teams to ensure fast resolution of escalated issues.

In this role you will own the triage process, reproduce issues, and document findings with steps, logs, and environmental details. You’ll work across Windows endpoints, cloud services, APIs, and databases while collaborating with multiple

Qualifications

• 2+ years in technical troubleshooting, systems engineering, escalation, or similar role (SaaS or cloud)
• Experience with backend languages in stack (Elixir, Rust, C#)
• Strong troubleshooting across Windows endpoints, services, logs, permissions, networking
• Experience with cloud platforms (AWS, GCP) and web technologies (HTTP, REST APIs)
• Experience with SQL queries and logs/metrics/diagnostics
• Scripting/automation (PowerShell, Python)
• Familiarity with Git and issue-tracking (Linear, Jira, Zendesk)
• Comfort navigating source code for troubleshooting

Responsibilities

• Act as Tier 3 escalation point for complex customer and product issues.
• Own triage and investigation of escalated issues including impact and urgency.
• Troubleshoot across Windows endpoints, services, networking, cloud, and APIs.
• Document investigation findings with steps, logs, and environmental details.
• Collaborate with developers to isolate bugs and validate fixes.
• Navigate application code to understand behavior and provide actionable findings.
• Drive escalations through resolution with cross-team coordination.
• Validate fixes against customer scenarios from technical and customer viewpoints.
• Participate in incident investigations and contribute to corrective actions.
• Build scripts/tools/workflows to improve troubleshooting and efficiency.
• Contribute to monitoring, logging, and observability improvements.
• Create internal technical documentation for product behavior and troubleshooting processes

Skills

Technical troubleshooting

Escalation engineering

Windows troubleshooting

SaaS support

Backend languages (Elixir, Rust, C#)

Cloud platforms (AWS, GCP)

API testing / REST

Scripting (PowerShell, Python)

Git / source control

Tools

Git

Jira

Zendesk

Linear

Job description

PDQ is hiring a Systems Engineer to join the PDQ Connect and SmartDeploy teams. You will investigate complex technical issues, support production systems, and coordinate with engineering, QA, and product teams to ensure fast resolution of escalated issues.

In this role you will own the triage process, reproduce issues, and document findings with steps, logs, and environmental details. You’ll work across Windows endpoints, cloud services, APIs, and databases while collaborating with multiple