Principal Support Engineer - Endpoint

Responsibilities

• Serve as the endpoint subject-matter expert for support by reviewing customer configurations, controls, and policies and making prioritized recommendations.
• Critique Reach’s endpoint findings and distinguish urgent, meaningful issues from noise.
• Troubleshoot Reach integrations with third-party endpoint and security products, including EDR, DLP, and MDM tools.
• Diagnose complex customer issues end to end using logs, telemetry, diagnostics, and OS-level reasoning, then provide reproducible diagnoses and proposed fixes to Engineering.
• Enable Sales Engineering teams to interpret endpoint findings, defend recommendations, and translate product output into customer impact.
• Support Customer Success as a deep technical resolver for difficult endpoint-related problems.
• Partner with Engineering and QA to report defects, validate fixes, confirm workarounds, and drive root-cause analysis.
• Own escalations, reproduce and test issues, document solutions, and maintain runbooks and troubleshooting guides.
• Maintain lab or test capabilities for validating endpoint behavior and integration edge cases.

Requirements

• At least 6 years of deep, hands-on experience with Windows and macOS endpoint agents and enterprise endpoint security.
• Experience in a senior individual-contributor role such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.
• Strong knowledge of endpoint agent installation, upgrades, persistence, OS compatibility, performance, and stability across Windows and macOS.
• Kernel-level understanding of Windows, including ETW, WFP, memory management, process and thread behavior, and driver interactions.
• Experience with macOS Endpoint Security, System Extensions, FSEvents, MDM interactions, notarization, code signing, and process lifecycle.
• Track record of analyzing endpoint telemetry, logs, and diagnostics to identify root causes in complex system interactions.
• Experience resolving interoperability issues between endpoint agents and EDR, DLP, MDM, or similar security tools.
• Working knowledge of Linux system administration and experience with enterprise-scale environments and large endpoint fleets.
• Ability to prioritize endpoint findings and controls and clearly explain their importance to customers, Sales Engineering, and Engineering.
• Strong written and verbal communication, time management, urgency, systems thinking, and root-cause investigation skills.
• Bachelor’s or master’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
• Familiarity with identity and IdP troubleshooting, SSO, SAML/OIDC, conditional access, endpoint threats and vulnerabilities, and email security controls is valued.
• Experience supporting endpoint security, insider risk, or behavioral-analytics platforms is preferred.
• Experience reproducing customer issues in production-like endpoint labs and exposure to AWS, Azure, or GCP are preferred.
• Familiarity with Linux internals and third-party endpoint security products such as CrowdStrike Falcon, Microsoft Defender, or SentinelOne is preferred.

Benefits

• Competitive salary and equity package.
• Medical, dental, and vision insurance, including options with company-paid employee coverage.
• FSA, HSA, and 401(k) plans.
• Company-paid life insurance and disability coverage with buy-up options.
• Voluntary pet insurance, identity theft coverage, and legal services.
• Unlimited PTO and sick time.