Systems Support Engineer

Aquent is partnering with a leading innovator in advanced vehicle technology, a company dedicated to pushing the boundaries of automotive engineering. This organization is at the forefront of developing the essential systems that power the next generation of vehicles, fostering an environment where cutting-edge technology meets real-world application. Join a team where your contributions directly enhance the productivity of engineers shaping the future of transportation, making a tangible impact on the future of mobility.

Are you ready to be the hero for software engineers developing groundbreaking autonomous vehicle technology? In this pivotal role, you won't just be solving problems; you'll be directly enabling the progress of an entire organization. As a key contributor, you will be the crucial first point of contact, diving deep into complex technical challenges, and ensuring our developers have seamless access to the tools and environments they need to innovate. Your expertise will accelerate development cycles, enhance system reliability, and directly contribute to the creation of advanced vehicle systems. If you thrive on unraveling technical mysteries and empowering others, this is your opportunity to make a significant impact.

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.

What We're Looking For (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 (Nice-to-Have Qualifications)

• 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 (e.g., a specific leading cloud provider) and light scripting for diagnostics and automation (e.g., Bash, Python).

Why This Role is Exciting

This is a unique opportunity to contribute to the cutting edge of advanced vehicle technology. You will join a team with a great culture and friendly, collaborative colleagues, all while maintaining a healthy work-life balance. This role offers significant growth potential, allowing you to gain extensive experience across a wide range of technologies and systems. There is a high likelihood of extension, with the potential for a direct hire opportunity.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.