Software Engineer, Customer Engineering

Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management.  Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.

What We Need

We are seeking a Senior Software Engineer who thrives at the intersection of customer support and software development. In this role, you will own complex, high-impact technical issues end-to-end—driving root cause analysis, collaborating cross-functionally, and contributing directly to product improvements and code. This is a highly visible position for someone who enjoys solving real-world problems while shaping the evolution of a modern SaaS platform.

What You'll Do

• Own the end-to-end resolution of complex, high-impact customer issues, including deep technical investigation, root cause analysis, and validation of fixes
• Act as a key liaison between customers, support, engineering, and product teams to drive timely resolution and ensure alignment across stakeholders
• Translate customer issues and recurring patterns into actionable insights, including well-defined feature requests and product improvement recommendations
• Partner with product management and engineering to influence roadmap priorities, improve product stability, and enhance overall customer experience
• Design, develop, and maintain scalable, web-based SaaS applications, contributing across the full stack—from system architecture and data design to implementation, testing, and performance optimization
• Collaborate cross-functionally to ensure solutions meet standards for scalability, reliability, and usability in a multi-tenant SaaS environment
• Research, evaluate, and apply new and emerging technologies to continuously improve product capabilities and engineering efficiency
• Serve as a subject matter expert for internal teams and customers, providing deep technical guidance and mentorship
• Participate in an on-call rotation 

What You Bring

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• 5+ years of hands-on experience developing and supporting enterprise-scale applications
• Strong computer science fundamentals, including data structures, algorithms, multithreading, and system-level concepts (memory, storage, file systems)