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About the Role
The Software Engineer – Customer Solutions solves complex customer problems and adapts customer solutions to ensure Sightline products work successfully within their applications. This role investigates issues across software, customer code, APIs, cameras and imaging systems, algorithms, integrations, and development environments, working directly with customers and partnering with Support, Product, and Engineering departments.
Responsibilities
- Investigate and resolve complex customer issues involving software configuration, customer code, APIs, cameras or sensors, video pipelines, algorithm configuration, communications, and development environments.
- Reproduce reported behavior, analyze logs and diagnostics, isolate likely causes, and communicate practical resolutions, workaround, and next steps.
- Develop, update, debug, test, and review customer-owned or customer-specific code, integrations, utilities, scripts, examples, and configuration solutions.
- Provide customers with technical guidance on implementation, integration, configuration, and best practices.
- Develop reusable diagnostic tools, sample codes, reference integrations, and documentation to improve Support capabilities and successful customer outcomes.
- Support approved Engineering Services engagements through requirements analysis, scope definition, project planning, software design and development, verification and validation, documentation, and deployment to customers.
- Determine whether an issue can be resolved within Support or requires involvement from other teams, including Software, Camera and Imaging, Algorithm, Systems, or Product.
- Provide technical findings, including use case, reproduction steps, expected and observed behavior, customer context and business impact, diagnostics, troubleshooting performed, and recommended areas for investigation, when resolution requires changes to Sightline product software or hardware.
- Translate customer experience and Support trends into actionable recommendations for Product and Engineering to improve product capabilities, integrations, usability, diagnostics, documentation, and training.
- Build broad product and customer integration knowledge while developing deeper expertise in designated technical areas.
- Strengthen Support through coaching, documentation, knowledge sharing, and reusable troubleshooting methods.
- Communicate complex technical behavior clearly to customers and internal technical and nontechnical audiences.
- Perform other duties as assigned.
Requirements
- Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, or a related field, or equivalent practical experience.
- 2-4+ years of experience in software development, applications engineering, software support engineering, technical integration, or another customer-facing engineering role.
- Strong coding, troubleshooting, and debugging skills, including experience with APIs, logs, version control, development environments, and system integration.
- Ability to troubleshoot issues across software, cameras and imaging, algorithms, hardware interfaces, and customer environments.
- Strong written and verbal communication skills, including translating customer needs into precise technical information.
- Sound judgment regarding when to resolve an issue independently and when to engage specialized Engineering resources.
- Must be authorized to work in the United States on a full-time basis.
Skills
- APIs
- Logs
- Version control
- Development environments
- System integration
- Software configuration
- Customer code
- Cameras or sensors
- Video pipelines
- Algorithm configuration
- Communications
- Diagnostic tools
- Sample codes
- Reference integrations
- Troubleshooting
- Debugging
- Coding
- Written communication
- Verbal communication
Work Type
- Full-Time
Experience Level
- 2-4+ years
Education Level
- Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, or a related field, or equivalent practical experience.
Salary/Compensations
- Compensation will be based on the candidate's recent and relevant experience.
About the Company
- Work is performed primarily at a desk using standard office equipment in a quiet, casual environment that encourages open communication, teamwork, mutual respect, and alignment with the organization’s mission, values, and goals.