Sr. Customer Support Engineer

Sr. Customer Support Engineer

Overview

The primary responsibility of the Support Engineer is to provide technical support assistance to Penguin Solutions customers and partners. This includes performing corrective and remedial actions as part of the issue resolution process. The Engineer will utilize various tools and techniques, such as remote system management, diagnostic tools, knowledge base, and case management tools.

The Support Engineer is responsible for managing cases reported throughout the problem resolution process. This role requires methodical analytical troubleshooting skills to be applied in customer mission-critical environments. Interpersonal skills are of utmost importance.

Candidates must possess expertise and a strong command of operating systems, including RedHat Linux, Windows, and Virtualization environments. Additionally, the ideal candidate should have a strong understanding of communication protocols, such as TCP and SSL/SSH. Familiarity with network switches and network routers would be a strong plus. 

Responsibilities

As a Support Engineer, you will take the lead in driving technical issues to a swift and complete resolution. Your contributions will directly ensure customer satisfaction and the stability of their vital systems.

• Own and Resolve Complex Issues: Take full ownership of troubleshooting and resolving intricate operating system, application, and network incidents. You will collaborate effectively with customers and internal teams to ensure minimal downtime.


• Deliver Superior Customer Engagement: Serve as the lead technical contact for key accounts, providing exceptional support and building lasting partnerships. You will document troubleshooting processes and provide proactive status updates through our case management system.


• Enhance Our Knowledge: Contribute directly to our team's success by authoring and improving articles in our global knowledge base, ensuring solutions are documented for future use.


• Drive Product Excellence: Actively participate in new product introductions by providing feedback, participating in training, and mentoring team members to elevate our collective expertise.


• Lead Cross-Functional Problem-Solving: Work with teams across engineering, sales, and product management to solve complex situations where critical thinking and leadership are essential.

Qualifications

• Bachelor’s degree in computer science/engineering, or equivalent experience.


• 7+ Years in a Customer Service or Technical Support role, providing direct support to enterprise customers.


• Strong command of Linux (RedHat), Windows, and VMware environments.


• Experience with public cloud platforms (e.g. AWS, Azue, Google Cloud).


• Hand-on experience with cloud-native technologies, including:


• Containerization & Orchestration: Docker, Kubernetes (K8s)


• Infrastructure as Code (IaC): Terraform, Ansible


• Observability & Monitoring: Prometheus, Grafana, ELK stack.


• Deep understanding of network protocols (TCP/IP, SSL, SSH) and experience diagnosing issues with packet analyzers and trace analysis.


• Proficiency with network switches and routers.


• Programming and debugging skills are a strong plus.


• Exceptional verbal and written communication skills, with the ability to build rapport quickly with customers and colleagues.


• Excellent organizational and multitasking abilities, capable of managing multiple high-priority issues simultaneously.

Location

• Bengaluru, India

Compensation & Benefits

The base pay range that the Company reasonably expects to pay for this position in COUNTRY OR STATE is $XX - XX; 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.