Solutions Engineer

Job Description:

*This is a full-time role open to remote candidates living in the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.  

PDQ is seeking a Solutions Engineer to help support system administrators like yourself with PDQ’s flagship endpoint management products, including: Connect (our agent-based, cloud-based tool) and PDQ Deploy and Inventory (our agentless on-prem tool), PDQ Detect (our vulnerability management application), SmartDeploy (our imaging application), and SimpleMDM (our Apple device management platform).  

You will be wrangling customer support tickets, but not your run-of-the-mill "the printer does not work" tickets. These are the top-shelf tickets where you help other system administrators like you.

While PDQ products offer a range of functionality in IT asset management and lifecycle, PDQ Connect is a newer, cloud-based product under intense development. You will support customers in utilizing new features while diagnosing programmatic issues such as bugs and enhancements.  

Because Deploy, Inventory, and SmartDeploy rely heavily on a functional networked ecosystem, you will experience various environments and setups, some sophisticated and some not. We are looking for people with more than just familiarity with our products – you will bring a solid customer-centric, troubleshooting sysadmin background and want to grow with our ever-expanding company.  

Compensation: $88,000-$95,000

What you'll be doing:

• Assisting PDQ customers with questions and issues, typically through email but occasionally using remote access. You will work primarily with our stellar system administrator customers. No more fixing printer jams, dealing with other’s Outlook calendaring nightmares, or replacing batteries in wireless mice 
• Creating and maintaining documentation and content, including guides and KB articles. If you're comfortable on-camera, over Zoom, maybe even contribute to PDQ’s video library and weekly webcasts (completely voluntary)   
• Being on the front line for bug reports to translate and deliver bad news for the Product and Engineering teams to tackle   
• Fielding feature requests and feedback from customers and internal departments that help guide PDQ’s Product and Engineering teams to make their products even more valuable 
• Lending a helping hand to other teams and departments by answering questions or collaborating on puzzles and problems 
• You will learn about the CODA Intelligence/PDQ Detect products for vulnerability scanning and remediation, partner with CODA teams to share insights into PDQ’s product intersections.  

We're looking for people who have:

• Exceptional troubleshooting and problem-solving skills – you are going to be a better troubleshooter than most/all of your peers 
• Eager to learn and collaborative – You are the kind of person who, if you don't understand something, will Google it; when you don't know something, you learn it and share it with others  
• Thorough understanding of Windows, Active Directory, DNS, networking, credentials, Group Policy, and LAPS   
• Experience using macOS or iOS, even through personal devices. 
• Working knowledge of PDQ Connect, PDQ Deploy, and PDQ Inventory, or similar agentless or agent-based Windows device management platforms.  
• Demonstrated experience with agent-based deployment solutions besides PDQ Connect (SCCM, ConnectWise Automate, Kaseya VSA, Intune, etc.) 
• Expert-level knowledge of how to silently install/deploy Windows applications in a variety of ways outside of using PDQ products 
• Demonstrable experience with security scanning and remediation software (MS Defender, Tenable, Nessus, Rapid7, etc.) 
• Scripting experience using PowerShell (or Bash or Python) 

Tools we use:

• Zendesk   
• Office 365   
• Slack   
• Linear   
• Notion 

PDQ Perks & Benefits:

PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including:

• 4-Day Work Week
• Managers who champion professional development 
• 100% Premium Coverage for medical, dental and vision for you and your dependents
• 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance
• Company Match of the first 6% of your employee deferrals 
• Flexible Paid Time Off Policy that treats you like the adult that you are
• Health Savings Account (HSA) and wellness incentives
• Quarterly Company Values Award (team member nominated)

PDQ is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. If you would like to request reasonable accommodation for a medical condition or disability during any part of the application process, please contact hr@pdq.com.

The majority of PDQ's full-time roles do not qualify for sponsorship of employment visas such as the H-1B visa. This applies to scenarios where a candidate might possess temporary work authorization during their schooling or after graduation (e.g., CPT, OPT), but would require H-1B visa sponsorship within a few years of employment to retain eligibility for employment. 

*Currently, candidates who are eligible for fully remote positions can live in any of the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.