Customer Support Engineer

At Penguin Solutions (Nasdaq: PENG) - The AI Factory Platform Company - we're building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy, and manage AI factories for enterprises, sovereign AI initiatives, and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing, and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services, and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation, and grow through challenging work, continuous learning, and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career, and make a meaningful impact.

Job Overview

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.

Responsibilities

Technical Troubleshooting & Incident Management (50%)

• 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.

Onsite Field Service (35%)

• Travel to customer locations to perform system installations and field site work.
• Conduct professional onsite product training and onboarding for clients.
• New Product Introduction (10%)
• Participate in product introduction activities, testing, and readiness evaluations for new releases.

Training & Mentoring (5%)

• Attend training, and provide informal and/or formal training, documentation, and mentoring to junior team members.

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.

Special Requirements

• Travel: Ability and willingness to travel flexibly across the US and Canada for onsite service.
• On-Call Availability: Participate in after-hours on-call rotations (typically 1-2 times per month).
• Holiday Coverage: Ability to work occasional holiday shift coverage as part of a team rotation.

Location

Remote within the United States - preference for candidates who are located near our office in Maynard, MA.

Travel

As needed - approximately 35%.

Compensation & Benefits

The base pay range that the Company reasonably expects to pay for this position in the United States 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, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

Equal Opportunity Statement

We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.