Sr. 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

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