Principal Product 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 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 skilled and customer-focused Product Support Engineer to join our Fault Tolerant and Edge Software team. In this role, you will provide Tier 3 and Tier 4 product support to both Technical Support Specialists and end users of our software products. You will diagnose, reproduce, and resolve complex software issues while collaborating with internal teams to improve product quality and deliver exceptional customer experiences.

Responsibilities

• Provide remote software troubleshooting and participate in sustaining and release engineering activities.
• Analyze crash dumps, log files, and system behavior in collaboration with Tier 1, Tier 2, and engineering teams.
• Reproduce complex technical issues and design temporary workarounds to support development and QA validation.
• Create and maintain defect reports, requests for enhancement, and track delivery of fixes and security mitigations.
• Develop and update knowledge base articles, troubleshooting guides, and technical documentation.
• Mentor Support Specialists, providing technical guidance and best practices.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related discipline; or equivalent experience.
• 9-12 years of experience in a software development or sustaining engineering role; at least 2 years of technical support experience, preferably involving Linux operating systems or virtualization platforms.
• Proficiency with Linux/Unix operating systems, including low-level networking and storage fundamentals.
• Hands-on experience with hardware installation, configuration, and troubleshooting.
• Experience debugging in two or more relevant programming languages (e.g., C/C++, Rust, Ruby, and Perl).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences.
• Customer-centric mindset with a passion for delivering exceptional support

Location

• Bangalore, India