Remote Systems Engineer: Escalations & Troubleshooting

Socket.dev; 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 of 6%

Job summary

PDQ seeks a Systems Engineer to join its Connect and SmartDeploy teams. You will investigate complex issues, support production systems, fix problems, and work with developers, QA, and product to resolve escalations quickly.

You’ll triage, reproduce issues, and drive resolution while collaborating across Engineering, Customer Success, and Support. This role is remote within the United States and requires strong Windows and cloud skills.

Qualifications

• 2+ years of experience in technical troubleshooting, systems engineering, escalation, or a similar role.
• Experience with backend languages within our stack (Elixir, Rust, C#).
• Strong troubleshooting skills with Windows-based endpoints, services, registries, permissions, and networking.
• Experience with cloud platforms such as AWS or GCP.
• Familiarity with HTTP, REST APIs, authentication (OAuth), and web debugging tools.
• Experience writing and optimizing SQL queries.

Responsibilities

• Act as a Tier 3 escalation point for complex customer and product issues, including direct customer interactions.
• Own the technical triage and investigation of escalated issues, assessing impact and urgency.
• Troubleshoot across multiple product layers including Windows endpoints, services, networking, cloud services, APIs, and data.
• Reproduce issues and document clear investigation findings with steps, logs, and environmental details.
• Collaborate with development teams to isolate bugs, identify root causes, and validate fixes.
• Navigate application source code to understand behavior and provide actionable findings to developers.
• Drive escalated issues through resolution with cross-functional coordination.
• Validate fixes against customer scenarios from both technical and customer perspectives.
• Participate in incident investigations and contribute to corrective/preventive actions.
• Build and maintain scripts, tools, workflows, and automation for troubleshooting and efficiency.
• Contribute to monitoring, logging, diagnostics, and observability improvements.

Skills

Technical troubleshooting

Systems engineering

Escalation handling

SaaS / cloud experience

Windows troubleshooting

Communication

Analytical thinking

Tools

Elixir

Rust

C#

AWS

GCP

REST APIs

OAuth

SQL

PowerShell

Python

Git

Jira

Linear

Zendesk

Job description

PDQ seeks a Systems Engineer to join its Connect and SmartDeploy teams. You will investigate complex issues, support production systems, fix problems, and work with developers, QA, and product to resolve escalations quickly.

You’ll triage, reproduce issues, and drive resolution while collaborating across Engineering, Customer Success, and Support. This role is remote within the United States and requires strong Windows and cloud skills.