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Principal Support Engineer - Endpoint

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Principal Support Engineer - Endpoint in Remote

  • Reach Security
  • Full time
  • Email
  • Worldwide

Responsibilities

  • Serve as the endpoint subject-matter expert for support by reviewing customer configurations, controls, and policies and making prioritized recommendations.
  • Critique Reach’s endpoint findings and distinguish urgent, meaningful issues from noise.
  • Troubleshoot Reach integrations with third-party endpoint and security products, including EDR, DLP, and MDM tools.
  • Diagnose complex customer issues end to end using logs, telemetry, diagnostics, and OS-level reasoning, then provide reproducible diagnoses and proposed fixes to Engineering.
  • Enable Sales Engineering teams to interpret endpoint findings, defend recommendations, and translate product output into customer impact.
  • Support Customer Success as a deep technical resolver for difficult endpoint-related problems.
  • Partner with Engineering and QA to report defects, validate fixes, confirm workarounds, and drive root-cause analysis.
  • Own escalations, reproduce and test issues, document solutions, and maintain runbooks and troubleshooting guides.
  • Maintain lab or test capabilities for validating endpoint behavior and integration edge cases.

Requirements

  • At least 6 years of deep, hands-on experience with Windows and macOS endpoint agents and enterprise endpoint security.
  • Experience in a senior individual-contributor role such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.
  • Strong knowledge of endpoint agent installation, upgrades, persistence, OS compatibility, performance, and stability across Windows and macOS.
  • Kernel-level understanding of Windows, including ETW, WFP, memory management, process and thread behavior, and driver interactions.
  • Experience with macOS Endpoint Security, System Extensions, FSEvents, MDM interactions, notarization, code signing, and process lifecycle.
  • Track record of analyzing endpoint telemetry, logs, and diagnostics to identify root causes in complex system interactions.
  • Experience resolving interoperability issues between endpoint agents and EDR, DLP, MDM, or similar security tools.
  • Working knowledge of Linux system administration and experience with enterprise-scale environments and large endpoint fleets.
  • Ability to prioritize endpoint findings and controls and clearly explain their importance to customers, Sales Engineering, and Engineering.
  • Strong written and verbal communication, time management, urgency, systems thinking, and root-cause investigation skills.
  • Bachelor’s or master’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
  • Familiarity with identity and IdP troubleshooting, SSO, SAML/OIDC, conditional access, endpoint threats and vulnerabilities, and email security controls is valued.
  • Experience supporting endpoint security, insider risk, or behavioral-analytics platforms is preferred.
  • Experience reproducing customer issues in production-like endpoint labs and exposure to AWS, Azure, or GCP are preferred.
  • Familiarity with Linux internals and third-party endpoint security products such as CrowdStrike Falcon, Microsoft Defender, or SentinelOne is preferred.

Benefits

  • Competitive salary and equity package.
  • Medical, dental, and vision insurance, including options with company-paid employee coverage.
  • FSA, HSA, and 401(k) plans.
  • Company-paid life insurance and disability coverage with buy-up options.
  • Voluntary pet insurance, identity theft coverage, and legal services.
  • Unlimited PTO and sick time.

Salary: Competitive

Reach Security

Reach – the AI-Native Security Controls Operating System – integrates with your existing security controls to identify blind spots across your defenses, prioritize fixes, automatically remediate misconfigurations and drift, and activate unused defensive capabilities. It continuously validates tha...

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