Principal Support Engineer - Endpoint

Responsibilities

• Serve as the endpoint subject-matter expert for the support team
• Critique Reach's endpoint findings to separate signal from noise
• Troubleshoot integrations between Reach and third-party endpoint and security products (EDR, DLP, MDM)
• Diagnose deep, engineering-level customer issues end to end using logs and telemetry
• Uplevel the Sales Engineering team through technical coaching
• Partner with Engineering and QA to report defects and validate fixes
• Author and maintain runbooks and troubleshooting guides
• Maintain a lab or test capability to validate endpoint behavior

Requirements

• 6+ years of deep, hands-on experience with Windows and macOS endpoint agents and security
• Demonstrated command of endpoint agent behavior (installation, upgrades, persistence, stability)
• Kernel-level understanding of Windows (ETW, WFP, memory management)
• macOS internals experience (Endpoint Security framework, System Extensions, MDM)
• Track record of analyzing endpoint telemetry, logs, and diagnostics
• Experience resolving interoperability issues between endpoint agents and security tools
• Working knowledge of Linux system administration
• BS or MS in Computer Science, Engineering, or a related technical discipline

Preferred Qualifications

• Experience supporting endpoint security, insider risk, or behavioral-analytics platforms
• Exposure to cloud or hybrid enterprise environments (AWS, Azure, GCP)
• Linux internals expertise (eBPF, LSM, cgroups)
• Hands-on experience with third-party endpoint security products like CrowdStrike Falcon or Microsoft Defender

Benefits

• Competitive salary and equity package
• Medical, dental, and vision insurance (including company-paid employee coverage)
• FSA, HSA, and 401(k) plans
• Company paid life insurance and disability coverage
• Unlimited PTO and sick time