Carbon Black: Senior Software Engineer - Voice of Customer (Endpoint)
201 South Street
Boston, MA 02111

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Were hiring a senior software engineer with kernel-level programming knowledge and strong troubleshooting and analytical skills to incorporate the Voice of the Customer (VoC) into our award-winning products. Software Engineers specifically dedicated to the Voice of the Customer (VoC) work as part of an agile team to quickly diagnose and resolve issues impacting our customers. Within this fast-paced, collaborative organization, you'll work to ensure customer success and satisfaction by contributing to products that protect customers' dearest assets.

In this role, youll solve complex software problems by reviewing large bodies of code, quickly assessing intricate environments, and designing solutions on the fly that incorporate data compiled from customers expectations, preferences, and aversions. Youll work closely with Product Management, Professional Services, and Customer Support teams, to shorten time-to-resolution of customer reported product issues. By leveraging data about customers wants and needs, we can more effectively prioritize activities that improve overall customer satisfaction. The ideal candidate will be energized by solving challenging problems across the Windows, Mac, and Linux operating systems, helping our team, company, and customers succeed with the tools we provide. If youre dedicated to providing consistent customer satisfaction, this role is for you!

What Youll Do

  • Troubleshoot and perform root cause analysis of customer-reported product issues (including: examining product logs, system logs, software traces, memory dumps, and other system debug information)

  • Fix complex product defects and participate in code review and our SDLC (Software Development LifeCycle) best practices

  • Work with development teams to add product enhancements related to supportability enhancements you as a VoC engineer are in a unique position to have knowledge of

  • Communicate clearly and effectively with internal stakeholders as well as customers to drive resolution of technical issues

  • Be proactive, self-motivated and attentive to detail when solving highly complex, escalated problems

  • Work well under pressure in a highly kinetic environment

What Youll Bring

  • 7+ years of experience in software development

  • Solid experience developing or supporting an enterprise-class application, addressing product issues and driving corrective actions

  • Expert knowledge in C/C++ and related software development tools

  • Expert knowledge of debugging and crash dump analysis in Windbg

  • Experience with kernel level programming on Windows (Mac or Linux a plus)

  • Experience with tools like Process Monitor, Wireshark, and Windows Performance Toolkit

  • Experience with code management and bug tracking tools

  • BSCS degree or equivalent

Preferred Experience:

  • Familiarity with reverse engineering, threat detection, performance, and quality

  • Knowledge of security software

  • Experience with relational databases (MS-SQL, SQLite)

  • Practical experience with scripting languages like Python and Powershell, object-oriented and generic programming

Why you should join us

Carbon Black is a leader in endpoint security dedicated to keeping the world safe from cyberattacks. With more than 5,000 customersincluding 34 of the Fortune 100the opportunities here are massive and exciting.

With 1,200+ employees, offices across the world, and the best-of-the-best tools for collaboration from anywhere, now is an ideal time to become part of the CB Team. See where you fit best at Lifeatcb.carbonblack.com.

Carbon Black, Inc. is an EEO/AA employer. Carbon Black is an inclusive employer that believes in workplace equality, supports diversity, creates a welcoming environment, and respects the unique qualities each individual brings to the company.

Full-time