Staff Software Engineer, Endpoint Escalations (C++, Windows/OS Internals)

Team: IT

Location: US

Commitment: Full-time

Workplace Type: remote

Accountabilities:

The Staff Software Engineer, Endpoint Escalations serves as the technical authority for complex customer incidents, providing advanced debugging expertise, engineering guidance, and cross-functional leadership. This role requires ownership of critical escalations, strong problem-solving skills, and the ability to communicate effectively with both technical teams and senior stakeholders.

• Own and resolve the most complex escalated customer issues involving endpoint security software and Windows-based agents.
• Perform advanced root-cause analysis across Windows operating system components and C++ codebases.
• Read, debug, modify, and patch code when necessary to resolve critical customer-impacting issues.
• Act as the primary engineering contact during high-severity incidents, providing clear updates, technical findings, and remediation strategies.
• Collaborate with engineering, quality assurance, support, and product teams to identify recurring issues and deliver permanent solutions.
• Translate customer escalation insights into product improvements and roadmap enhancements.
• Develop and maintain troubleshooting tools, documentation, and operational runbooks to improve escalation efficiency.
• Mentor engineering and support teams on Windows internals, debugging techniques, and advanced troubleshooting practices.
• Help improve technical processes and raise the overall quality of incident response.

Requirements:

The ideal candidate brings extensive software engineering experience, deep operating system knowledge, and the ability to manage complex technical challenges in customer-facing environments. They should have strong debugging capabilities, excellent communication skills, and experience working with security-focused technologies.

• 8+ years of hands-on technical experience managing complex customer escalations and debugging production-level software issues.
• Strong proficiency in C and C++ development, including the ability to analyze and modify existing code.
• Deep knowledge of Windows internals, including kernel and user-mode architecture, drivers, process and memory management, file system filters, and networking components.
• Experience using Windows debugging tools such as WinDbg, kernel debugging tools, and user/kernel memory dumps.
• Proven ability to troubleshoot ambiguous and complex technical problems down to the code level.
• Excellent written and verbal communication skills with experience working directly with customers and executive-level stakeholders.
• Experience with endpoint security, EDR, XDR, antivirus, or similar cybersecurity technologies is highly valuable.
• Familiarity with Linux and macOS operating systems is a strong advantage.
• Experience with endpoint backend systems is a plus.
• Ability to collaborate effectively across engineering, product, and customer-facing teams.

Benefits:

• Competitive base salary range of $156,000 – $215,000 USD annually.
• Equity opportunities through Restricted Stock Units (RSUs).
• Employee Stock Purchase Plan (ESPP).
• Flexible time off and paid company holidays.
• Paid sick time and gender-neutral parental leave.
• Medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Life and disability insurance.
• Flexible Spending Account (FSA) options.
• Employee Assistance Program and prepaid legal benefits.
• Pet insurance and additional voluntary benefit programs.
• Home office allowance and mobile phone reimbursement.
• Wellness coaching, gym reimbursement, and fertility support.
• Opportunity to work remotely and contribute to mission-critical cybersecurity solutions.