Principal, Technical Support Engineer Endpoint

As a Principal Support Engineer – Endpoint, you will serve as a senior individual contributor responsible for diagnosing and resolving complex Windows and macOS endpoint agent issues across enterprise customer environments. This role is deeply hands-on and requires extensive real-world experience working directly with endpoint agents, operating systems, and endpoint security technologies at scale.

Location: SF Bay Area

Salary: $150K-200K

Responsibilities

• Own hands-on troubleshooting and resolution of complex endpoint agent issues on Windows and macOS in enterprise customer environments, including installation, upgrades, removal, service startup, persistence, OS compatibility, performance, stability, connectivity, and configuration.
• Perform deep investigation of endpoint behavior using logs, telemetry, diagnostics, and OS-level tooling to identify root cause and validate fixes.
• Reproduce customer-reported Windows and macOS endpoint issues in lab or test environments to confirm behavior, isolate failures, and verify resolutions.
• Identify and resolve interoperability issues between DTEX endpoint agents and third-party endpoint or security tools (e.g., EDR, DLP, MDM).
• Work directly with customers to investigate and resolve advanced endpoint-focused issues in production environments.
• Provide supporting troubleshooting for Linux-based DTEX components that interact with endpoint deployments (services, logs, networking, configuration), with primary focus remaining on endpoint execution.
• Partner with Engineering and QA to report endpoint defects, validate fixes, confirm workarounds, and support root-cause analysis.
• Author and maintain endpoint-focused runbooks, troubleshooting guides, and internal documentation based on real customer issues and field experience.
• Maintain a high-fidelity lab or virtual test environment to reproduce endpoint issues, validate hypotheses, and test new endpoint features.
• Apply systematic troubleshooting techniques across endpoint agents, operating systems, supporting services, and data flows.

Requirements

• 6+ years of deep, hands-on experience supporting Windows and macOS endpoint agents in enterprise environments.
• 6+ years in a senior individual contributor role such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.
• Proven expertise troubleshooting endpoint agent behavior across Windows and macOS, including installation failures, upgrades, persistence, OS compatibility issues, performance degradation, and stability problems.
• Strong experience analyzing endpoint telemetry, logs, and diagnostics to identify root cause in complex system interactions.
• Demonstrated experience resolving interoperability issues between endpoint agents and security tools (EDR, DLP, MDM, or similar).
• Kernel-level understanding of Windows, including ETW, WFP, memory management, process/thread behavior, and driver interactions.
• macOS internals experience, including Endpoint Security framework, System Extensions, FSEvents, MDM interactions, notarization, code signing, and process lifecycle.
• Working knowledge of Linux system administration sufficient to troubleshoot supporting services that interact with endpoint deployments.
• Experience supporting enterprise-scale environments with large endpoint fleets.
• Strong written and verbal communication skills, with the ability to explain complex endpoint issues clearly to customers and internal teams.
• Strong time management skills and sense of urgency in customer-impacting situations.
• BS or MS in Computer Science, Engineering, or a related technical discipline (or equivalent practical experience).