Strategic Customer Engineer

fortra; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Immediate enrollment in 401(k) and HSA

FSA plans

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is seeking a Strategic Customer Engineer to serve as the primary engineering escalation resource for our strategic customers. You will investigate complex product, integration, and environment issues, reproducing problems and validating behavior in collaboration with Support, TAM, Professional Services, Product Management, and Engineering.

You will help unblock customer‑impacting work by documenting defects, validating workarounds, and guiding the right engineering path.

Qualifications

• Strong hands-on troubleshooting of complex enterprise customer issues.
• Ability to isolate root cause, reproduce issues, and distinguish defects from environmental causes.
• Technical depth across products, integrations, logs, configurations, deployments, and system behavior.
• Clear written and verbal communication with internal teams and customer-facing audiences.
• Customer-focused urgency, professionalism, and bias toward practical unblocking steps.
• Effective collaboration across Support, Services, TAM, Product, and Engineering.
• Strong ownership, organization, attention to detail, and persistence through ambiguous technical problems.
• Ability to mentor peers and improve repeatability through documentation and knowledge sharing.

Responsibilities

• Serve as the primary engineering escalation resource for assigned strategic customers.
• Investigate advanced product, integration, system, and environment issues using logs, testing, reproduction, and behavior validation.
• Partner with Support, TAM, Professional Services, Product Management, and Engineering to drive complex issues toward resolution.
• Participate in customer calls, remote troubleshooting sessions, and internal technical reviews when engineering depth is needed.
• Document defects, architectural concerns, impact, evidence, and reproduction details for Engineering teams.
• Identify and validate practical workarounds or configuration guidance that keeps customers operational while longer‑term fixes are evaluated.
• Build working knowledge of assigned customer environments, use cases, integrations, and operational priorities.
• Support selected TAM and Professional Services activities for strategic accounts when continuity or deeper technical coverage is needed.
• Contribute to strategic customer projects and company initiatives requiring engineering involvement.
• Share technical learnings, case notes, troubleshooting guidance, and supportability feedback.

Skills

Troubleshooting

Root cause analysis

Cross-functional collaboration

Clear communication

Ownership

Mentoring peers

Documentation

Job description

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

The Strategic Customer Engineer (SCE) is a hands‑on engineering escalation role for assigned strategic customers. The role partners with Support, Technical Account Management, Professional Services, Product Management, and Engineering to investigate complex technical issues, reproduce problems, validate product behavior, and help unblock customer‑impacting work.

The SCE complements TAM and Expert Services by adding deeper engineering investigation and direct participation in high‑priority customer situations and projects. The role is not the owner of every product fix, but is accountable for moving difficult issues toward clear technical understanding, validated workarounds, and the right engineering path.

WHAT YOU'LL DO

• Serve as the primary engineering escalation resource for assigned strategic customers.
• Investigate advanced product, integration, system, and environment issues using logs, testing, reproduction, and behavior validation.
• Partner with Support, TAM, Professional Services, Product Management, and Engineering to drive complex issues toward resolution.
• Participate in customer calls, remote troubleshooting sessions, and internal technical reviews when engineering depth is needed.
• Document defects, architectural concerns, impact, evidence, and reproduction details for Engineering teams.
• Identify and validate practical workarounds or configuration guidance that keeps customers operational while longer‑term fixes are evaluated.
• Build working knowledge of assigned customer environments, use cases, integrations, and operational priorities.
• Support selected TAM and Professional Services activities for strategic accounts when continuity or deeper technical coverage is needed.
• Contribute to strategic customer projects and company initiatives requiring engineering involvement.
• Share technical learnings, case notes, troubleshooting guidance, and supportability feedback.

QUALIFICATIONS

• Strong hands‑on troubleshooting of complex enterprise customer issues.
• Ability to isolate root cause, reproduce issues, and distinguish expected product behavior from defects or environmental causes.
• Technical depth across products, integrations, logs, configurations, deployments, and system behavior.
• Clear written and verbal communication with internal teams and customer‑facing audiences.
• Customer‑focused urgency, professionalism, and bias toward practical unblocking steps.
• Effective collaboration across Support, Services, TAM, Product, and Engineering.
• Strong ownership, organization, attention to detail, and persistence through ambiguous technical problems.
• Ability to mentor peers and improve repeatability through documentation and knowledge sharing.

Compensation: 80,000 USD - 100,000 USD

At Fortra, we're breaking the attack chain. Ready to join us?

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.

As a full-time, exempt employee at Fortra, you'll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job.

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.