Job Title: Software Engineer – Customer Solutions

Department: Support Engineering

Reports To: Technical Support Supervisor

FLSA Status: Exempt, Salary, Full-Time

Shift: Standard Day Shift, Monday - Friday

Supervisory Level: None

Job Description:

The Software Engineer – Customer Solutions solves complex customer problems and adapts customer solutions to ensure Sightline products work successfully within their applications. As an engineer within Support, this role investigates issues across software, customer code, APIs, cameras and imaging systems, algorithms, integrations, and development environments. Responsibilities include working directly with customers and partnering with Support, Product, and Engineering departments to resolve customer issues. When resolution requires new features or fixes within the core product codebase, this role provides clear, technically complete findings to the Engineering team responsible.

Core Responsibilities

Customer Integration & Technical Support

• 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.

Engineering Collaboration & Customer Feedback

• Determine whether an issue can be resolved within Support or requires involvement from other teams, including Software, Camera and Imaging, Algorithm, Systems, or Product.
• When resolution requires changes to Sightline product software or hardware, 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.
• Translate customer experience and Support trends—including issues resolved within Support—into actionable recommendations for Product and Engineering to improve product capabilities, integrations, usability, diagnostics, documentation, and training.

Technical Leadership

• 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.
• Other duties as assigned.

Qualifications:

• 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.
• Compensation will be based on the candidate's recent and relevant experience.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Apply Expertise in Technology
• Strategic Thinking
• Planning/Organizing
• Business Acumen
• Learn & Research
• Math Skills
• Reliability
• Cultural Awareness
• Gives & Receives Feedback
• Communication & Collaboration
• Analytical
• Innovation

Physical Demands:

This role requires standing, walking, and sitting for extended periods; communicating in person and by phone; using hands to operate objects or controls; and reaching with hands and arms. Occasional stooping, kneeling, bending, crouching, and lifting up to 25 pounds may be required. Close and distance vision, depth perception, color vision, and focus adjustment are also needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

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.

This job description may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required to do this job.