Customer Support Engineer

Location: Remote within the Northeastern United States; eligible states are Massachusetts, Rhode Island, New Hampshire, New York, Connecticut, New Jersey, Pennsylvania, and Maine. The role includes approximately 35% travel to customer sites across the US and Canada, after-hours on-call rotations, and occasional holiday coverage.

Salary: $86,000–$107,000 per year in the United States, plus bonus eligibility.

Company

Global technology company delivering AI infrastructure, computing, memory, and high-availability enterprise solutions.

What you will do

• Resolve complex operating system and application issues in mission-critical customer environments.
• Diagnose incidents with customer IT teams and internal support organizations, driving assigned issues through closure.
• Travel to customer locations for system installations, field service, product training, and onboarding.
• Participate in new product introduction activities, testing, and release-readiness evaluations.
• Provide technical documentation, training, and mentoring to junior team members.

Requirements

• Associate or bachelor's degree in Computer Science, Engineering, or a related field, or 5+ years of relevant computer-industry experience in lieu of a degree.
• 3+ years of progressive experience in technical customer support or field engineering.
• Proficiency in OS-level troubleshooting and debugging with Windows, Linux, and Red Hat.
• Strong knowledge of communication protocols, network switches, routers, and LAN fault isolation.
• Strong verbal and written communication, customer relationship-building, multitasking, and issue follow-up skills.
• Ability and willingness to travel across the US and Canada, participate in on-call rotations, and provide occasional holiday coverage.

Nice to have

• Knowledge of VOS or willingness to learn the proprietary Stratus VOS environment.
• Experience using packet analyzers and reading network traces.

Culture & Benefits

• Collaborative environment focused on innovation, ownership, and servant leadership.
• Opportunities for continuous learning and exposure to advanced AI tools and technologies.
• Medical, dental, and vision benefits.
• 401(k) savings plan, paid time off, life insurance, and employee assistance plan.