Software Engineer - Customer Escalations - C++

Job Title: Customer Escalation Engineer

Job Summary 

We are seeking a passionate and highly skilled Customer Support Engineer to diagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role, you will leverage your understanding of enterprise VDI solutions to ensure world-class product quality for customers across diverse virtual environments. You’ll serve as a technical mentor, champion continuous improvement, and help bridge teams through effective communication and leadership. This is an exciting opportunity to make a direct impact on enterprise software solutions powering today's remote and hybrid workplaces. 

Guided by our Core Values—Act in Alignment, Build Trust, Drive Efficiency, and Maximize Customer Value—we’re growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we’d love to hear from you.

At Omnissa, we are committed to maintaining a fair, consistent, and secure hiring process for all candidates. As part of this approach, we use standard interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are applied thoughtfully and with respect for candidate privacy. 

Key Responsibilities 

• Troubleshoot and resolve customer issues across our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams when escalation is needed. 

• Communicate solutions clearly and professionally, adapting explanations to each customer’s technical level. 

• Document findings, including troubleshooting steps, root cause summaries, and knowledge‑base content to support self‑service. 

• Collaborate cross‑functionally with Product, Engineering, and QA to ensure customer issues are understood and resolved efficiently. 

• Advocate for the customer by identifying patterns in reported issues and recommending product improvements. 

• Participate in on‑call rotations (if applicable) to ensure timely support coverage. 

Continuous Improvement: 

• Identify and drive supportability improvements for products, tools, and processes. 

• Participate in technical reviews, contributing to a culture of engineering excellence and high ownership. 

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Qualifications 

• 3-5 years of experience in software engineering with a strong focus on customer engineering and support. 

• Expertise in architecting, designing, and debugging enterprise software or cloud s