Systems Support Engineer [AQ-13413]

About the role

Aquent is proud to partner with a pioneering leader in advanced vehicle technology, an organization dedicated to pushing the boundaries of automotive engineering and shaping the future of transportation. In this pivotal role, you will become an indispensable enabler for software engineers, directly accelerating the progress of an entire organization. Your expertise will ensure seamless access to critical tools and environments, directly contributing to the creation of groundbreaking advanced vehicle systems and making a tangible impact on the future of mobility. Are you ready to be the crucial catalyst for innovation, empowering engineers who are developing the next generation of advanced vehicle technology? This is your opportunity to dive deep into complex technical challenges, unraveling mysteries and providing essential support that accelerates development cycles and enhances system reliability. If you thrive on solving intricate problems and enabling others to achieve their full potential, you will play a vital role in shaping the future of transportation.

What You'll Do

• Own the initial response to incoming requests, actively monitoring customer support channels, promptly acknowledging issues, and setting a professional tone for a rapid support experience.
• Triage issues by meticulously reproducing them, categorizing their nature, assigning appropriate severity, and either resolving them directly or routing them to the correct team with a clear, well-documented hand-off.
• Resolve a wide array of niche environment or configuration issues, including connectivity problems, setup challenges, and client-side misconfigurations, often without requiring escalation.
• Effectively escalate complex issues to the owning engineering team, providing precise reproductions and all necessary context for immediate action.
• Continuously improve support documentation by transforming recurring issues into valuable runbooks, FAQ entries, and updated documentation, fostering 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.

Must-Have Qualifications

• 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

• 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 and remote or cloud-based development environments.
• Comfort with public cloud platforms and light scripting for diagnostics and automation (e.g., Bash, Python).