[Hiring] Customer Support Engineer @Penguin Solutions

Role Description

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
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• The base pay range is $86,000 – $107,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education.
• The position is bonus-eligible.
• Medical, dental, and vision benefits available.
• 401k saving plan.
• Paid Time Off.
• Life Insurance.
• Employee Assistance Plan.