Principal Support Engineer - Endpoint

About this role

PRINCIPAL SUPPORT ENGINEER — ENDPOINT

DOMAIN SUBJECT-MATTER EXPERT · ESCALATION & ENABLEMENT

About the role

Reach Security tells organizations what their existing security tools should be doing with the products they already own — and proves it. As a Principal Support Engineer, Endpoint, you are Reach's senior domain authority on everything endpoint.

This is not an endpoint break/fix role. You won't spend your days administering endpoints, packaging agents, or chasing agent crashes. You've already done that work — for years — and that is exactly what qualifies you. Those years in the trenches are what let you look at a customer's endpoint configuration, their controls, and Reach's findings and say, with authority, what matters, what doesn't, and why.

In this role you put that hard-won judgment to work advising the field, guiding customers through their hardest problems, sharpening Reach's recommendations, and troubleshooting how Reach integrates with the endpoint products already in a customer's environment. It is a high-agency individual-contributor role for a proven expert who is energized by unfamiliar problems rather than thrown by them.

What this role really does

You'll serve three audiences at once, and the strongest people in this seat move fluidly between them:

- Enable the field (Sales Engineering & POVs). Help SEs build the strongest possible POV from Reach's endpoint findings — translating raw product output into “here's the risk, here's why it's urgent, here's what to fix first.” Coach the technical field team to defend those findings under technical scrutiny and tell Engineering and Research what would make the next POV even more compelling.

- Empower Customer Success. Be the deep technical resolver behind CS. When a customer hits a genuinely hard endpoint-related problem, you investigate to root cause, propose the solution, and hand Engineering a clean, reproducible diagnosis — so engineers validate and ship rather than doing front-line discovery.

- Harden the product. Own your share of the escalation queue and close the loop: solve, reproduce, test, document, and enable — so each issue makes Reach more robust and each runbook makes the whole team faster.

How you'll spend your time

- Serve as the endpoint subject-matter expert for the support team — review customer endpoint configurations, controls, and policies and make sage, prioritized recommendations grounded in real-world best practice.

- Critique Reach's endpoint findings, so customers are presented only with what truly matters — separating signal from noise and articulating why a finding is urgent, or why it isn't.

- Troubleshoot integrations between Reach and third-party endpoint and security products (EDR, DLP, MDM, and similar) — using your deep knowledge of how those products actually behave to pinpoint where an integration breaks and propose the fix. This is where your hands-on background is exercised most directly.

- Diagnose deep, engineering-level customer issues end to end — using logs, telemetry, diagnostics, and OS-level reasoning to reach true root cause, then packaging a clear diagnosis and proposed fix that Engineering can act on quickly.

- Uplevel the Sales Engineering team — teach the field to read and explain endpoint findings, defend recommendations to customer security teams, and translate product output into what matters to the customer.

- Partner with Engineering and QA to report defects, validate fixes, confirm workarounds, and drive root-cause analysis.

- Author and maintain runbooks, troubleshooting guides, and internal documentation that turn your field experience into repeatable team knowledge.

- Maintain enough of a lab or test capability to validate hypotheses about endpoint behavior and integration edge cases.

The experience that qualifies you

The experience below is the foundation we're hiring for. You've done this work hands-on, at depth, earlier in your career — and in this role you'll leverage that judgment as a subject-matter expert rather than performing it day to day. We're screening for the expertise that experience produced, not for a desire to keep doing endpoint administration.

- 6+ years of deep, hands-on experience with Windows and macOS endpoint agents and endpoint security in enterprise environments — enough to have developed genuine expertise, not passing familiarity.

- Time in a senior individual-contributor role such as L3 Support Engineer, Endpoint Engineer, Windows/macOS Engineer, or Security Support Engineer.

- Demonstrated command of endpoint agent behavior across Windows and macOS — installation, upgrades, persistence, OS compatibility, performance, and stability — and the judgment to know what “good” looks like.

- Kernel-level understanding of Windows, including ETW, WFP, memory management, process/thread behavior, and driver interactions.

- macOS internals experience, including the Endpoint Security framework, System Extensions, FSEvents, MDM interactions, notarization, code signing, and process lifecycle.

- A track record of analyzing endpoint telemetry, logs, and diagnostics to reach root cause in complex system interactions.

- Experience resolving interoperability issues between endpoint agents and security tools (EDR, DLP, MDM, or similar).

- Working knowledge of Linux system administration, sufficient to reason about supporting services that interact with endpoint deployments.

- Experience with enterprise-scale environments and large endpoint fleets.

- The advisory instinct that defines this role: the ability to look at a set of findings and controls and tell a customer, clearly, which few things matter and why.

- Strong written and verbal communication — you can make a complex endpoint issue clear to a customer, an SE, and an engineer, each in their own language.

- Strong time management and a real sense of urgency in customer-impacting situations.

- BS or MS in Computer Science, Engineering, or

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