Remote Customer Support Engineer — Field & Onsite Tech

sghcorp.com; Maynard (MA); Hybrid; USD 86,000 - 107,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401k plan

Paid Time Off

Life Insurance

Employee Assistance Plan

Job summary

Penguin Solutions is seeking a highly skilled, customer-focused Customer Support Engineer to deliver exceptional technical support and ensure mission-critical system availability for our clients. The role blends advanced troubleshooting with hands-on field service and training at customer sites.

The ideal candidate will diagnose complex issues with customer IT teams, travel to sites for installations, and participate in new product introduction activities.

Qualifications

• Associate or Bachelor's degree in CS, Engineering, or related field.
• 5+ years in computer industry may substitute for degree.
• 3+ years in technical customer support or field engineering.
• Proficient in OS-level troubleshooting on Windows and Linux; knowledge of Stratus VOS desired.
• Strong understanding of TCP, SSL/SSH, switches and routers.
• Experience with LAN fault isolation and packet traces.
• Excellent verbal and written communication; ability to build relationships.
• Strong multitasking to manage multiple high-priority issues.

Responsibilities

• Technical Troubleshooting & Incident Management: resolve OS/app issues and drive to closure.
• Onsite Field Service: travel to client sites for installations and training.
• New Product Introduction: participate in readiness evaluations and training.

Skills

OS troubleshooting

Networking protocols

Customer communication

Packet analysis

Multi-tasking

Field service

Travel readiness

Education

Associate or Bachelor’s degree in Computer Science or Engineering

5+ years of relevant work experience in lieu of a degree

Job description

Penguin Solutions is seeking a highly skilled, customer-focused Customer Support Engineer to deliver exceptional technical support and ensure mission-critical system availability for our clients. The role blends advanced troubleshooting with hands-on field service and training at customer sites.

The ideal candidate will diagnose complex issues with customer IT teams, travel to sites for installations, and participate in new product introduction activities.