Systems Engineer

About PDQ

PDQ, founded in Salt Lake City, UT, USA, makes device management simple, secure, and Pretty Damn Quick through our products Deploy, Inventory, Connect, Detect, SimpleMDM and SmartDeploy. 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.

PDQ's Core Values: Honesty, Ownership, Collaboration and Improvement

Job Description:

Before you apply, please note:

• This is a remote role open to candidates residing in Romania.

We are seeking a Systems Engineer to join our Connect team. 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.

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.

What you'll be doing:

• Act as Tier 3 escalation for complex customer issues via phone and Zoom, related to the PDQ Connect platform
• Troubleshoot issues across multiple environments — especially Windows-based endpoints, connectivity, networking, and cloud services.
• Collaborate with development teams to identify root causes, isolate bugs, and validate fixes.
• Participate in incident investigations and help drive corrective and preventive actions.
• Create internal documentation to support new features and known issues.
• Build tools or scripts to understand and reproduce product issues.
• Contribute to initiatives for monitoring, diagnostics, and observability.

We're looking for people who have:

• 2+ years experience in a technical troubleshooting or escalation support role, ideally for SaaS or cloud-based products.
• Strong experience troubleshooting Windows-based endpoints (services, registries, logs, permissions, firewalls, networking, remote access).
• Experience working with cloud-based platforms and concepts (GCP, AWS, etc.).
• Solid grasp of web technologies — HTTP, REST APIs, authentication (e.g., OAuth), and common web debugging tools.
• Proficient in writing and optimizing SQL queries to investigate data issues.
• Experience working with logs, metrics, and performance monitoring tools.
• Familiarity with version control systems (e.g., Git) and issue tracking tools (e.g., Linear, Jira, Zendesk).
• Extra Credit: Experience with Elixir or similar languages.
• Extra Credit: Prior software development, QA, DevOps, or infrastructure-as-code experience.

Who you are:

• Ownership: You take responsibility for projects, drive results, and deliver on commitments
• Honesty: You demonstrate integrity, transparency, and ethical behavior in all interactions
• Collaboration: You work effectively with cross-functional teams and foster a culture of teamwork
• Improvement: You continuously seek opportunities for growth, innovation, and personal development
• Ability to learn quickly and tenacity to work in ambiguity and complete tasks
• Detail attentiveness and a collaborative mindset
• Natural curiosity; excellent problem-solving and troubleshooting skills
• Initiative and resourcefulness to effectively deliver solutions

PDQ Perks & Benefits:

PDQ offers all of the great perks and benefits you’d expect from working at a very cool tech company, and some you might not expect, including:

• Supplementary health insurance
• Company laptop and accessories provided by PDQ

PDQ is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. If you would like to request reasonable accommodation for a medical condition or disability during any part of the application process, please contact [email protected].