Software Engineer - Customer Escalations - C++

Job Description: Job Title:Customer Escalation Engineer Job Summary We areseekinga passionate and highly skilledCustomer Support Engineertodiagnose complex technical issues, communicate clearly with customers, and deliver an exceptional support experience. In this role, you willleverageyourunderstanding of enterprise VDI solutionsto ensure world-class product quality for customers across diverse virtual environments.You’llserve 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’regrowing rapidly and committed to delivering meaningful impact. Ifyou'repassionate about shaping the future of work,we’dlove to hear from you. At Ironwood Digital , we are committed tomaintaininga 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 respectforcandidate 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. Communicatesolutions 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 byidentifyingpatterns in reported issues and recommending product improvements. Participate in on‑call rotations (if applicable) to ensuretimelysupport coverage. Collaborate effectively with development, QA, automation, and product teams to deliver engineering solutions. ​ Continuous Improvement : Identifyand drive supportabilityimprovements for products, tools, and processes. Participate in technical reviews, contributing to a culture of engineering excellence and high ownership. ​ Qualifications 3-5 yearsof experience in software engineering with a strong focus oncustomer engineering and support. Expertisein architecting, designing, and debugging enterprise software or cloud services using C++. Must be U.S. citizenresidingon U.S. soil. Proven experience performing root-cause analysis and implementing solutions in high-performance, scalable systems. Hands-onproficiencyin Python and PowerShell for automation and data analysis. Knowledge ofprofiling anddebuggingtools (e.g.,WinDBG,WireShark). Experience with virtualization/cloud environments (vSphere, AWS, Azure) Experience installing/configuring Windowsand/or LinuxOS, 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 incomingFederal issues as either the primary engineer or as the proxy engaging withotherSMEs. Ongoing :Develop product changes tohelp address chronic customer issues or improve supportability of the product. 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, Ironwood Digital offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more. Ironwood Digital is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any Kind: Ironwood Digital is committed to the principle of equal employment opportunity and to providing a work environment free of discrimination and harassment. All employment decisions at Ironwood Digital 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 stat