Principal, Technical Success Engineer

Fremont, CA
Full Time
Experienced
We are excited that you’ve taken the time to explore our business and potentially join us on this incredible journey. We are already the leader in the Insider Risk Management, but our story doesn’t stop there. We have serious growth plans and that means serious growth opportunities for everyone in our team, whether you’re looking to develop into a management position or establish yourself as an industry expert – we are here to support you. 
 
DTEX Systems helps hundreds of organizations worldwide better understand their workforce, protect their data, and make human-centric operational investments. At DTEX, our philosophy towards our business is the same as our philosophy towards technology: people come first. Our future depends on bright, energetic, talented people who share a passion for building the next generation of user behavior intelligence. We invite you to bring your talent to one of our offices and help create our future, expanding our reach and influence worldwide. Learn more about DTEX Systems mission to make businesses more secure through technology at www.dtexsystems.com; LinkedIn DTEX Systems: Overview | LinkedIn 
 
Role Description 
As the Principal Technical Success Engineer, you will be the company’s foremost expert in Windows and macOS internals, owning the fastest path from complex endpoint issues to resolution. You’ll have a direct influence on product design, engineering architecture, and the behaviors of endpoints deployed across millions of devices. This role is perfect for engineers who thrive at the intersection of OS internals, security, real-world impact, and want to shape how DTEX responds to the most critical customer challenges. 
 
While you will spearhead the rapid resolution of high-priority endpoint issues, your ultimate mission is to be a leader who influences product direction, eliminates classes of recurring problems, and strengthens the technical foundations of Customer Success. 
 
Role & Responsibilities: 
 
Technical Leadership & Strategy 
  • Serve as the primary technical interface between Customer Success and Engineering/Product for escalations, roadmap alignment, feature gaps, and customer-impacting technical concerns. 
  • Partner with Engineering to translate recurring issues into roadmap recommendations, architectural improvements, and long-term fixes. 
  • Act as the organization’s senior technical expert within Customer Success, guiding support strategy and customer solution architecture. 
  • Build and maintain a robust technical enablement program for CS, including playbooks, readiness plans, and hands-on training for core identified issues. 
  • Write and maintain technical documentation, user manuals, and other related materials. 
 
Escalation Management & Complex Triage 
  • Serve as the final escalation point for complex technical issues across endpoint to backend, cloud, and data pipeline components. 
  • Lead major incident response, cross functional war rooms, and rapid troubleshooting with Engineering and Support. 
  • Drive systematic root cause analysis and ensure long-term remediation plans and architectural fixes are implemented. 
  • Help maintain a high-fidelity lab/testing environment to reproduce issues, validate hypotheses, and test new product features. 
 
Qualifications & Experience 
 
Technical Expertise 
  • 7+ years in a technical customer-facing role such as L3 Support Engineer, Senior Solutions Architect, Technical Program Manager, DevOps Engineer, or similar. 
  • Deep experience with enterprise security ecosystems: 
    EDR, DLP, UAM, UEBA, SIEM, SOAR, data pipelines, telemetry ingestion, behavioral analytics. 
  • Kernel level understanding of Windows (ETW, WFP, memory management, process/thread behavior, driver interactions). 
  • macOS internals including Endpoint Security, System Extensions, FSEvents, MDM interactions, notarization, code signing, process lifecycle. 
  • Ability to rapidly reverse engineer unexpected endpoint behaviors and identify root causes in complex system interactions. 
  • Experience building or analyzing endpoint agents with high performance, security, and low footprint requirements. 
  • Hands on experience with complex debugging across endpoints, networks, agents, backend services, data flows, and APIs. 
 
Leadership & Communication 
  • Demonstrated experience mentoring technical teams and establishing high-quality technical processes. 
  • Ability to translate technical findings into actionable recommendations for customers, internal teams, and executives. 
  • Exceptional written and verbal communication skills; strong executive presence. 
  • Proven ability to lead cross-functional initiatives in fast-paced environments. 
 
Preferred Qualifications 
  • Experience with security software such as CrowdStrike Flacon, Palo Alto Networks, etc. 
  • Prior experience owning technical escalations or acting as a technical liaison between customer facing teams and Engineering. 
  • Background supporting large enterprises, financial services, or government environments. 
  • Experience authoring technical documentation, runbooks, architecture guides, and troubleshooting workflows. 
  • Broad systems expertise across: Windows, macOS, and Linux endpoint internals / Cloud architectures (AWS, GCP, Azure) / Clustered enterprise systems, secure communications, distributed data stores / Modern backend stacks (Elasticsearch/OpenSearch, PostgreSQL, cloud native services) 
  • BS/MS in Computer Science, Information Security, or related technical discipline. 
  
DTEX Systems is one of the most trusted and innovative brands in the cyber security market. We have received significant financial backing from leading VC firms and have just set a record-breaking year of growth. So why not trust DTEX with that all important next step in your career? 
 
DTEX Systems is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, gender, religion, sex, national origin, age, disability, or genetics. 
 
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 
 
Exact compensation may vary based on skills, experience, and location. 
Base salary range (SF Bay Area): $165K-220K 
 
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