Senior Software Engineer

*Note: This position can be based in any of our USA-based offices or remote in the USA.*
We’re hiring a senior software engineer with kernel-level programming knowledge and strong troubleshooting and analytical skills to incorporate the Voice of the Customer (VoC) into our award-winning products.  Software Engineers specifically dedicated to the Voice of the Customer (VoC) work as part of an agile team to quickly diagnose and resolve issues impacting our customers.  Within this fast-paced, collaborative organization, you'll work to ensure customer success and satisfaction by contributing to products that protect customers' dearest assets.

In this role, you’ll solve complex software problems by reviewing large bodies of code, quickly assessing intricate environments, and designing solutions on the fly that incorporate data compiled from customers’ expectations, preferences, and aversions. You’ll work closely with Product Management, Professional Services, and Customer Support teams, to shorten time-to-resolution of customer reported product issues.  By leveraging data about customers’ wants and needs, we can more effectively prioritize activities that improve overall customer satisfaction. The ideal candidate will be energized by solving challenging problems across the Windows, Mac, and Linux operating systems, helping our team, company, and customers succeed with the tools we provide. If you’re dedicated to providing consistent customer satisfaction, this role is for you!

What You’ll Do

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  Troubleshoot and perform root cause analysis of customer-reported product issues (including: examining product logs, system logs, software traces, memory dumps, and other system debug information)
  
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  Fix complex product defects and participate in code review and our SDLC (Software Development LifeCycle)  best practices
  
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  Work with development teams to add product enhancements related to supportability – enhancements you as a VoC engineer are in a unique position to have knowledge of
  
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  Communicate clearly and effectively with internal stakeholders as well as customers to drive resolution of technical issues
  
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  Be proactive, self-motivated and attentive to detail when solving highly complex, escalated problems
  
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  Work well under pressure in a highly kinetic environment
  
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What You’ll Bring

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  7+ years of experience in software development
  
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  Solid experience developing or supporting an enterprise-class application, addressing product issues and driving corrective actions
  
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  Expert knowledge in C/C++ and related software development tools
  
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  Expert knowledge of debugging and crash dump analysis in Windbg
  
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  Experience with kernel level programming on Windows (Mac or Linux a plus)
  
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  Experience with tools like Process Monitor, Wireshark, and Windows Performance Toolkit
  
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  Experience with code management and bug tracking tools
  
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  BSCS degree or equivalent
  
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Preferred Experience:

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  Familiarity with reverse engineering, threat detection, performance, and quality
  
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  Knowledge of security software
  
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  Experience with relational databases (MS-SQL, SQLite)
  
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  Practical experience with scripting languages like Python and Powershell, object-oriented and generic programming
  
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source https://remoteok.io/jobs/73484

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