Principal Product Support Engineer
Penguin Solutions · Bengaluru, Karnataka, India
- On site
- Temporary
- ₹1,500,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide Tier 3/4 product support for software.
- Diagnose and resolve complex technical issues.
- Collaborate with engineering and support teams.
- Create technical documentation and knowledge base articles.
- Mentor other support specialists.
About the role
Principal Product Support Engineer - Fault Tolerant and Edge Software
We are seeking a skilled and customer-focused Principal 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.
Key skills/competency
- Product Support
- Software Troubleshooting
- Linux/Unix
- Debugging
- Customer Support
- Technical Documentation
- Problem-Solving
- Regression Testing
- Root Cause Analysis
- Mentorship
Skills & topics
- Product Support Engineer
- Software Support
- Linux
- Debugging
- Customer Support
- Technical Support
- Software Engineering
- Fault Tolerant Software
- Edge Software
- Bangalore Jobs
How to get hired
- Tailor your resume: Highlight your experience with Linux, debugging in C/C++, Rust, Ruby, Perl, and complex software troubleshooting.
- Showcase customer focus: Emphasize your customer-centric approach and passion for exceptional support in your application.
- Demonstrate problem-solving: Provide examples of how you've diagnosed and resolved complex technical issues in previous roles.
- Prepare for technical questions: Be ready to discuss your experience with crash dumps, log file analysis, and hardware troubleshooting.
Technical preparation
Master Linux/Unix command line and fundamentals.,Practice debugging in C/C++, Rust, Ruby, Perl.,Study crash dump and log file analysis.,Review hardware installation and troubleshooting.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle difficult customer interactions?,How do you prioritize multiple urgent issues?,How do you mentor junior team members?
Frequently asked questions
- What are the key responsibilities for a Principal Product Support Engineer at Penguin Solutions?
- As a Principal Product Support Engineer at Penguin Solutions, you will provide Tier 3 and Tier 4 product support, analyze complex software issues using crash dumps and log files, reproduce technical problems, and develop workarounds. You will also create defect reports, update documentation, and mentor other support specialists.
- What technical skills are essential for this Principal Product Support Engineer role at Penguin Solutions?
- Essential technical skills include proficiency with Linux/Unix operating systems, low-level networking and storage fundamentals, hardware installation and troubleshooting, and experience debugging in languages like C/C++, Rust, Ruby, and Perl. Strong analytical and problem-solving abilities are also crucial.
- What kind of experience is Penguin Solutions looking for in a Principal Product Support Engineer?
- Penguin Solutions is looking for candidates with 9-12 years in software development or sustaining engineering, including at least 2 years of technical support, preferably with Linux or virtualization platforms. A Bachelor's degree in a relevant field or equivalent experience is required.
- How does Penguin Solutions approach customer support for its software products?
- Penguin Solutions emphasizes a customer-centric mindset and a passion for delivering exceptional support. The Principal Product Support Engineer role is central to this, involving deep technical problem-solving and collaboration to ensure product quality and customer satisfaction.
- What is the career growth potential for a Principal Product Support Engineer at Penguin Solutions?
- This role offers significant growth by allowing you to mentor Support Specialists, work on complex technical issues, and collaborate with engineering teams, providing a path to deepen expertise in fault-tolerant and edge software.