Principal Technical Support Engineer – Endpoint

Role Overview

• Own hands-on troubleshooting and resolution of complex endpoint agent issues.
• Perform deep investigation of endpoint behavior using logs and diagnostics.
• Reproduce customer-reported Windows and macOS issues in lab environments.
• Identify and resolve interoperability issues with security tools.
• Work directly with customers to resolve advanced endpoint-focused issues.
• Author and maintain endpoint-focused runbooks and documentation.
• Maintain a high-fidelity lab environment to reproduce endpoint issues.
• Apply systematic troubleshooting techniques across endpoint agents and OS.

Requirements

• 6+ years of deep, hands-on experience supporting Windows and macOS endpoint agents in enterprise environments.
• 6+ years in a senior individual contributor role such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.
• Proven expertise troubleshooting endpoint agent behavior across Windows and macOS.
• Strong experience analyzing endpoint telemetry, logs, and diagnostics.
• Demonstrated experience resolving interoperability issues between endpoint agents and security tools.
• Kernel-level understanding of Windows, including ETW, WFP, etc.
• macOS internals experience, including Endpoint Security framework, MDM interactions, etc.
• Working knowledge of Linux system administration.
• Experience supporting enterprise-scale environments with large endpoint fleets.
• Strong written and verbal communication skills.
• BS or MS in Computer Science, Engineering, or related field.

Tech Stack

• Linux
• MacOS

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Professional development
• Flexible work arrangements