Software Engineer - Customer Escalations - C++

Omnissa; Mountain View (CA); On-site; USD 120,000 - 200,000; Full time

Benefits offered by this job

Employee ownership

Health insurance

401(k) with matching contributions

Disability insurance

Paid time off

Growth opportunities

Job summary

Omnissa is seeking a Customer Escalation Engineer based in Mountain View, California. The ideal candidate will diagnose technical issues using enterprise VDI solutions, ensuring high product quality and exceptional customer service.

This role involves collaboration with various teams, technical mentorship, and participation in support rotations. Candidates should have 3-5 years of software engineering experience, strong communication skills, and proficiency in tools like WinDBG and WireShark.

Competitive salary range is $120,000 to $200,000 per year, complemented by a comprehensive benefits package.

Qualifications

• 3-5 years of experience in software engineering focused on customer support.
• Expertise in architecting and debugging enterprise software.
• U.S. citizen residing on U.S. soil required.

Responsibilities

• Investigate and resolve customer issues effectively.
• Document findings and escalate when necessary.
• Collaborate cross-functionally to ensure timely issue resolution.

Skills

Customer engineering and support

C++

Python

PowerShell

Virtualization/cloud environments

Communication skills

DevOps

Tools

WinDBG

WireShark

Git

JIRA

Job description

Job Summary

We are seeking a passionate and highly skilled Customer Support Engineer to diagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role you will leverage your understanding of enterprise VDI solutions to ensure world‑class product quality for customers across diverse virtual environments. You will serve as a technical mentor, champion continuous improvement, and help bridge teams through effective communication and leadership.

Job Title

Customer Escalation Engineer

Key Responsibilities

• Investigate and resolve customer issues across our products, analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed.
• Communicate solutions 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‑functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently.
• Advocate for the customer by identifying patterns in reported issues and recommending product improvements.
• Participate in on‑call rotations (if applicable) to ensure timely support coverage.
• Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions.

Continuous Improvement

• Identify and drive supportability improvements for products, tools, and processes.
• Participate in technical reviews, contributing to a culture of engineering excellence and high ownership.

Qualifications

• 3–5 years of experience in software engineering with a strong focus on customer engineering and support.
• Expertise in architecting, designing, and debugging enterprise software or cloud services using C++.
• Must be U.S. citizen residing on U.S. soil.
• Proven experience performing root‑cause analysis and implementing solutions in high‑performance, scalable systems.
• Hands‑on proficiency in Python and PowerShell for automation and data analysis.
• Knowledge of profiling and debugging tools such as WinDBG and WireShark.
• Experience with virtualization/cloud environments (vSphere, AWS, Azure).
• Experience installing/configuring Windows and/or Linux OS, 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 U.S. customers.
• By the sixth month: Handle at least 50 percent of incoming Federal issues as either the primary engineer or a proxy engaging with other SMEs.
• Ongoing: Develop product changes to help address chronic customer issues or improve supportability of the product.

Compensation and Benefits

The typical base salary for this role is between USD $120,000 and $200,000 per year and may be eligible for participation in a corporate bonus program. Actual compensation offer may vary based on geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401(k) with matching contributions, disability insurance, paid‑time‑off, growth opportunities, and more.

Equal Employment Opportunity

Omnissa is an Equal Employment Opportunity company and prohibits discrimination and harassment of any kind. Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages and will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law. This job requisition is not eligible for employment‑based immigration sponsorship by Omnissa.