Strategic Customer Engineer — Escalation & Solutions

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

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.