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Mountain View, California Office, United States of America
Hybrid
Not Available
Job Description:
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.
Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions.
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.
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 services using C++.
Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems.
Hands-on proficiency in Python and PowerShell for automation and data analysis.
Knowledge of profiling and debugging tools (e.g., WinDBG, WireShark).
Experience with virtualization/cloud environments (vSphere, AWS, Azure)
Experience installing/configuring Windows and/or Linux OS, Active Directory, DNS.
Experience in customer-facing problem solving.
Excellent communication and teamwork skills.
Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, Perforce, JIRA, Jenkins) is preferred.
Performance Goals
First 2 Months: Become familiar with the remote experience stack in Horizon and handle incoming customer issues, focusing on US customers.
By Sixth Month: Handle at least 50% of incoming issues as either the primary engineer or as the proxy engaging with other SMEs.
Ongoing: Develop product changes to help address chronic customer issues or improve supportability of the product.
*please note we will require candidates to go onsite for interview*
The typical base salary for this role is between USD $120,000 – $200,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more.
Omnissa is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind:
Omnissa is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Omnissa are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, ancestry, ethnicity, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. Omnissa will not tolerate discrimination or harassment based on any of these characteristics. Omnissa welcomes applicants of all ages. Omnissa will provide reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.
This job requisition is not eligible for employment-based immigration sponsorship by Omnissa.