Customer Support Engineer

Penguin Solutions

11d•$86,000 - $107,000•Remote

About The Position

We are seeking a highly skilled, customer-focused Customer Support Engineer to deliver exceptional technical support and ensure mission-critical system availability for our clients. This role combines advanced, methodical analytical troubleshooting with a hands-on field service component. As a Customer Support Engineer, you will work directly with customer IT teams to diagnose complex issues, provide remedial actions, and manage situations to closure. Additionally, you will travel to customer sites to perform system installations and deliver technical training. Strong interpersonal skills, deep networking knowledge, and expertise in diverse operating systems are essential for success in this role.

Requirements

Associate or Bachelor’s degree in Computer Science, Engineering, or a related field.
5+ years of relevant work experience in the computer industry will be considered in lieu of a degree.
3+ years of progressive experience in a technical customer support or field engineering role.
Proficient in OS-level troubleshooting and debugging (Windows, Linux, RedHat). Knowledge of VOS or a willingness to learn a proprietary Stratus VOS environment is highly desired.
Strong fundamental understanding of communication protocols (TCP, SSL/SSH), network switches, and routers.
Experience troubleshooting communication issues over LAN protocols, providing fault isolation, and diagnosing complex issues. Ability to use packet analyzers and read traces is a strong plus.
Excellent verbal and written communication skills.
Proven ability to build rapid, positive working relationships with customers and cross-functional internal teams.
Strong multitasking skills with the ability to manage multiple high-priority problems simultaneously without compromising follow-up quality.
Ability and willingness to travel flexibly across the US and Canada for onsite service.
Participate in after-hours on-call rotations (typically 1–2 times per month).
Ability to work occasional holiday shift coverage as part of a team rotation.

Nice To Haves

Knowledge of VOS or a willingness to learn a proprietary Stratus VOS environment is highly desired.
Ability to use packet analyzers and read traces is a strong plus.

Responsibilities

Resolve intricate operating system and application issues of a diverse and complex scope.
Diagnose exception situations in mission-critical environments, working closely with client IT teams and internal support organizations.
Take ownership of driving all assigned technical issues to a timely closure.
Deliver superior customer support for designated key and critical accounts.
Travel to customer locations to perform system installations and field site work.
Conduct professional onsite product training and onboarding for clients.
Participate in product introduction activities, testing, and readiness evaluations for new releases.
Attend training, and provide informal and/or formal training, documentation, and mentoring to junior team members.