Systems Engineer

About PDQ

PDQ, founded in Salt Lake City, UT, USA, makes device management simple, secure, and Pretty Damn Quick. IT teams use our products to reduce complexity, improve efficiency, and enhance control in their unique environments. We are backed by TA Associates and Berkshire Partners, top-tier global private equity firms.

Our Core Values

* Honesty: You communicate transparently and build trust through your actions. * Ownership: You take responsibility for outcomes and follow through on commitments. * Collaboration: You value diverse perspectives and work effectively across teams. * Improvement: You actively seek opportunities to learn, grow, and innovate. Location

* Remote, US - This position is open to candidates residing in any of PDQ’s open states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.

About the role

We are seeking a Systems Engineer to join our PDQ Connect and SmartDeploy teams. Sometimes referred to as a Systems Engineer, Escalation Engineer, or Triage Engineer, this role sits at the intersection of software engineering, support, and customer success. You will investigate complex technical issues, support production systems, fix issues, and work closely with our developers, QA, and product teams to ensure fast and reliable resolution of escalated issues.

Why this role matters

You’ll be the connective tissue between our customers and engineering, making it easier for the team to build great features while ensuring customer-reported problems are understood, reproducible, and resolved quickly.

How you might spend your day

• Act as a Tier 3 escalation point for complex customer and product issues, including working directly with customers via phone or Zoom when needed.
• Own the technical triage and investigation of escalated issues, assessing impact and urgency and determining the appropriate path to resolution.
• Troubleshoot across