Research and Development (R&D) Engineer – (SEG)

Position Overview

The Research and Development (R&D) Engineer in the Support Engineering Group (SEG) will focus on developing innovative solutions to improve product performance, enhance customer support capabilities, and streamline technical support processes. The role combines deep technical expertise with problem-solving skills to create tools, features, and enhancements that resolve complex customer issues and improve overall system efficiency.

This position involves collaborating with engineering, product, and support teams to ensure the continuous evolution of the product suite and support infrastructure.

Key Responsibilities

Product Enhancement and Innovation: Work with cross-functional teams to research and develop new features or tools that improve system functionality, troubleshooting capabilities, or product usability. Identify gaps in the product that lead to recurring support issues, and develop solutions to address these challenges proactively.

Innovate new approaches to improve performance, reliability, and scalability of the product, especially in areas that are commonly raised in customer support. Tool and Automation Development: Design and develop automation tools, scripts, and frameworks to streamline common support processes such as incident tracking, diagnostics, and system monitoring.

Collaborate with the SEG team to integrate automation solutions that reduce manual intervention and improve incident resolution time. Root Cause Analysis and Problem Solving: Conduct root cause analysis of complex issues raised by customers or identified through internal testing. Develop solutions or workarounds to resolve critical technical issues and ensure those fixes are tested, documented, and implemented effectively.

Collaboration with Product and Engineering Teams: Partner with product development teams to ensure supportability is a priority in the design and architecture of new features or products. Provide feedback and insights based on customer issues and support team experiences to inform product design and improve overall user experience.

Documentation and Knowledge Sharing: Document new tools, processes, and workflows created as part of the R&D efforts for internal use and future reference. Contribute to knowledge-sharing initiatives within the SEG team and across the organization, including training sessions or workshops on new tools and techniques. Continuous Learning and Innovation: Stay up-to-date with emerging technologies, methodologies, and best practices in software development, automation, and customer support.

Experiment with new technologies or approaches that could benefit the organization, improving both support operations and the product itself. Testing and Validation: Test new solutions in real-world environments, ensuring that they address customer issues effectively and perform as expected. Work with QA and support teams to validate the effectiveness of new tools, solutions, or code changes.

Requirements

Bachelor’s or Master’s degree in Computer Science, Software Engineering, Information Technology, or related field. 3+ years of experience in software development, research, or technical support engineering, with a focus on problem-solving and automation. Strong proficiency in at least one programming or scripting language (e.

g., C/C++, Python, Shell scripting). Experience with debugging tools, system monitoring, and performance tuning. Familiarity with automation frameworks, continuous integration/continuous deployment (CI/CD) pipelines, or DevOps tools is a plus. Excellent analytical, troubleshooting, and problem-solving skills, with a strong attention to detail.

Ability to work independently and in a team environment, collaborating with engineers, product teams, and customer support. Key Competencies: Strong software development and debugging expertise Ability to think creatively and innovatively to solve complex customer problems Excellent written and verbal communication skills Collaborative and customer-centric mindset Ability to work under pressure and manage multiple priorities Continuous learning and adapting to new technologies Work Environment: Hybrid or remote work environment with occasional travel to company offices or customer locations as needed.

Flexible hours based on project timelines or customer needs. Opportunity for career development and skill growth in R&D and product innovation.