Systems Support Engineer

Join a team that builds and operates the essential systems used by developers of advanced vehicle technology every day. This includes the Continuous Integration and build platform, remote development environments, source-hosting integrations, and the foundational language and toolchain ecosystems. Our mission is to continuously enhance the productivity of the entire organization dedicated to autonomous vehicle technology development. Our customers are professional software engineers who utilize a diverse range of operating systems, repositories, development environments, and language ecosystems. You will be their first point of contact when they encounter challenges.

What You’ll Do

• Own the first response to incoming requests, monitoring customer support channels, acknowledging issues promptly, and setting a professional tone for a fast support experience.
• Triage issues by reproducing them, categorizing their nature, assigning severity, and either resolving them directly or routing them to the appropriate team with a clear, well-documented hand-off.
• Resolve a wide array of niche environment or configuration issues, such as connectivity problems, setup challenges, and client-side misconfigurations, without requiring escalation.
• Escalate complex issues effectively to the owning engineering team, providing tight reproductions and all necessary context for immediate action.
• Continuously improve support documentation by transforming recurring issues into valuable runbooks, FAQ entries, and updated documentation, enabling future self-service for customers.
• Participate in a shared on-call rotation for high-severity (P0/P1) escalations, complementing standard US business hours coverage.
• Initially, focus on helping customers resolve issues connecting to remote development environments, particularly addressing client setup, authentication, and networking problems.
• Potentially expand your role to cover other services and scenarios, including Continuous Integration, build systems, and various development tools.

• A Bachelor’s Degree in an Engineering field (e.g., Mechanical, Computer, Aerospace).
• 2-4 years of relevant experience.
• Basic networking literacy, including familiarity with SSH (key authentication, ssh-agent, port forwarding), DNS resolution, VPNs, HTTP(S) proxies, and the ability to diagnose connectivity or latency problems between a client and a remote host.
• Cross-platform comfort with macOS, Windows (including WSL), and Linux, sufficient to follow setup processes and identify system differences.
• Command-line fluency, comfortable navigating a shell, reading logs, running diagnostic commands, and editing configuration files in a terminal environment.
• Proficiency in version control basics, including cloning repositories, branching, performing diffs, and reviewing pull requests.
• A strong debugging instinct, capable of taking vague problem descriptions, reproducing issues, narrowing down their scope, and describing them precisely.
• Exceptional customer-facing communication skills, demonstrating clear, calm, and professional written interaction with engineers, alongside excellent ticket hygiene (status updates, severity, reproduction steps, resolution details).
• A personality that enjoys solving complex problems.

What Will Set You Apart (Nice-to-Have Qualifications)

• Prior experience in a developer support, DevOps support, or IT/platform support role.
• Familiarity with build and Continuous Integration systems, including remote build execution or comparable tooling.
• Exposure to programming language ecosystems (e.g., Python, C++).
• Experience with code editors (e.g., VS Code) and remote or cloud-based development environments.
• Comfort with public cloud platforms (e.g., a specific leading cloud provider) and light scripting for diagnostics and automation (e.g., Bash, Python).

This is a unique opportunity to contribute to the cutting edge of autonomous vehicle technology. You will join a team with a great culture and friendly, collaborative colleagues, all while maintaining a healthy work-life balance. This role offers significant growth potential, allowing you to gain extensive experience across a wide range of technologies and systems. There is a high likelihood of extension, with the potential for a direct hire opportunity.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!