Solutions Engineer (IT System Administrator) - Connect/Chat Focused

Job Description:

Before you apply:

This is a full-time role open to remote or hybrid candidates in eligible U.S. 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). No visa sponsorship is available for this position. PDQ is seeking a Solutions Engineer to join the support team for our cloud-based, agent-based device management platform, PDQ Connect. This role will specialize in live customer support, primarily via online chat, with occasional Zoom or phone sessions, as needed. The majority of our support is conducted asynchronously via email, and this SE will transition some live chat sessions into standard support tickets. PDQ Connect – cloud-based, agent-based device management PDQ Deploy & Inventory – on-prem, agentless deployment and inventory tools And, depending on experience, need, and desire: SmartDeploy, SimpleMDM, and PDQ Detect You’ll help other sysadmins (our customers and trial users – primarily IT departments) solve difficult technical issues across a wide range of environments, particularly as they’re first getting started with PDQ software in their environments. While this is not a Sales role, you may be the first contact that trial users have with PDQ, so we will be looking for sysadmins who know how to treat a customer right. You will test new features, provide product feedback, reproduce bugs, and support real-world IT environments with all their quirks and inconsistencies. You will be solving hard problems with other people like you: system administrators with real-world experience.

What you'll be doing:

Primary Solutions Engineer for in-product chat support escalation. Customers will interface with AI chatbot and escalate to human support, as needed. This is a new offering for PDQ. This SE will respond directly in chat (as a starting point) and escalation within the Solutions team as needed. Respond to customer tickets (other than chat - primarily email, sometimes remote conferencing) Investigate faults in PDQ Connect’s scanning/inventory capabilities, as well as its application and command deployment. Troubleshoot connectivity issues, credential problems, and environmental issues across customer networks. Reproduce and escalate bugs to Engineering, with clear technical documentation. Maintain and author internal documentation, customer-facing knowledge base articles, and usage guides. Capture and prioritize customer feedback and feature requests for Product and Strategy. Collaborate with internal teams on product quality, testing, documentation, and process improvements.

We're looking for people who:

Must Have:

3+ years system administration experience in Windows environments (SMB, enterprise, education, MSP, or government) Solid understanding of Windows and associated on-prem (AD, DNS, networking, Group Policy, LAPS) and cloud (Microsoft 365/Entra ID) environments Hands-on experience with endpoint management tools like PDQ Deploy, PDQ Connect, Intune, SCCM, Kaseya, or similar Demonstrated experience supporting software deployments and troubleshooting end-user environments Working understanding of security best practices in Windows environments Exposure to vulnerability or remediation tools (Defender, Nessus, Tenable, etc.)

Nice to Have:

Experience with scripting in PowerShell (or Bash, Python) Comfort with macOS or iOS Experience with cloud-based identity providers (IdPs) such as Okta, Entra ID, Google Workspace, as well as web app auth protocols (SSO, OIDC)

Tools you'll Use:

Zendesk Microsoft 365 Slack Notion Linear

Compensation:

$95,000-$100,000 USD annually, depending on experience

Location Flexibility:

• Work fully remote from home anywhere in our eligible U.S. hiring states, or choose a hybrid arrangement if you’re near our Utah office. No relocation required.

Interview Process:

• We respect your time and aim for a clear, efficient process typically completed within less than 2 - 3 weeks.

Homework Assignment:

• After applying, you’ll receive a short technical exercise based on PDQ Connect. It’s designed to take under 45 minutes and evaluate your troubleshooting and technical clarity.

Preliminary Interview:

• If your assignment passes, you’ll meet with us for a brief interview covering HR eligibility and foundational knowledge.

Cultural & Technical Interviews:

• Two back-to-back interviews: one assessing culture, values, and team alignment, and one deep technical discussion led by Solutions Engineers.

Offer & Onboarding:

• Selected candidates will receive an offer, followed by a structured 90-day onboarding program where you’ll learn PDQ Connect in depth.

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 Equity Company-provided laptop, monitor(s), peripherals and all required remote setup hardware 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.