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Penguin Solutions · 1 day ago

Product Support Engineer

Maynard, MA

Full-time

Hybrid

Senior Level, Lead/Staff

$125K/yr - $156K/yr

10+ years exp

Penguin Solutions is seeking a skilled and customer-focused Product Support Engineer to join their Fault Tolerant and Edge Software team. In this role, you will provide Tier 3 and Tier 4 product support, diagnose and resolve complex software issues, and collaborate with internal teams to improve product quality and customer experiences.

Artificial Intelligence (AI)Cloud ComputingEnterprise Software

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

Qualification

Linux/Unix proficiencySoftware debuggingAnalytical skillsHardware troubleshootingTechnical communicationCustomer-centric mindset

Required

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related discipline; or equivalent experience

10+ years of experience in a software development or sustaining engineering role; with 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

Benefits

Medical

Dental

Vision benefits

401k saving plan

Paid Time Off

Life Insurance

Employee Assistance Plan

Company

Penguin Solutions

At Penguin Solutions, we understand the boundless potential of technology and support our customers in turning cutting-edge ideas into outcomes—faster, and at any scale.

Founded in 1999

Fremont, California, USA

1001-5000 employees