Strategic Customer Engineer

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more! 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 [... source excerpt omitted ...] ustomer 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 requiri [... source excerpt omitted ...] 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 Engineeri