[Hiring] Strategic Customer Engineer @Fortra

Role Description

The Strategic Customer Engineer (SCE) is a hands-on engineering escalation role for assigned strategic customers. The role partners with Support, Technical Account Management, Professional Services, Product Management, and Engineering to investigate complex technical issues, reproduce problems, validate product behavior, and help unblock customer-impacting work.

The SCE complements TAM and Expert Services by adding deeper engineering investigation and direct participation in high-priority customer situations and projects. The role is not the owner of every product fix, but is accountable for moving difficult issues toward clear technical understanding, validated workarounds, and the right engineering path.

What You'll Do

• Serve as the primary engineering escalation resource for assigned strategic customers.
• Investigate advanced product, integration, system, and environment issues using logs, testing, reproduction, and behavior validation.
• Partner with Support, TAM, Professional Services, Product Management, and Engineering to drive complex issues toward resolution.
• Participate in customer calls, remote troubleshooting sessions, and internal technical reviews when engineering depth is needed.
• Document defects, architectural concerns, impact, evidence, and reproduction details for Engineering teams.
• Identify and validate practical workarounds or configuration guidance that keeps customers operational while longer-term fixes are evaluated.
• Build working knowledge of assigned customer environments, use cases, integrations, and operational priorities.
• Support selected TAM and Professional Services activities for strategic accounts when continuity or deeper technical coverage is needed.
• Contribute to strategic customer projects and company initiatives requiring engineering involvement.
• Share technical learnings, case notes, troubleshooting guidance, and supportability feedback.

Qualifications

• Strong hands-on troubleshooting of complex enterprise customer issues.
• Ability to isolate root cause, reproduce issues, and distinguish expected product behavior from defects or environmental causes.
• Technical depth across products, integrations, logs, configurations, deployments, and system behavior.
• Clear written and verbal communication with internal teams and customer-facing audiences.
• Customer-focused urgency, professionalism, and bias toward practical unblocking steps.
• Effective collaboration across Support, Services, TAM, Product, and Engineering.
• Strong ownership, organization, attention to detail, and persistence through ambiguous technical problems.
• Ability to mentor peers and improve repeatability through documentation and knowledge sharing.

Requirements

• Compensation: 80,000 USD - 100,000 USD

Benefits

• Health, dental, and vision coverage as of hire.
• Immediate enrollment in 401(k), HSA, and FSA plans.
• Flexible PTO policy.
• Tuition and personal enrichment reimbursement.
• Option to enroll in ID Theft Protection Program.