Customer Support Engineer Job Details | Penguin Solutions

Summary

Penguin Solutions is an AI technology company that develops and manages AI infrastructure platforms and related services. The Customer Support Engineer will provide advanced technical troubleshooting, incident management, onsite system installation, customer training, and field service support while ensuring mission-critical system availability.

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

Skills

• 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)
• 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
• 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
• 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

Qualifications

Must Haves

• 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)
• 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
• 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

Benefits

• The position is bonus-eligible.
• Medical, dental, and vision benefits available.
• 401k saving plan.
• Paid Time Off.
• Life Insurance.
• Employee Assistance Plan.