Overview

We are seeking a skilled and customer-focused 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.
• 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

Location

• Hybrid – Maynard, MA

Compensation & Benefits

The base pay range that the Company reasonably expects to pay for this position in Maynard, MA is $125,000 - $156,000; the pay ultimately offered may vary based on business considerations, including job-related knowledge, skills, experience, and education. The position is bonus-eligible, and there are medical, dental, and vision benefits available. There is a 401k saving plan and other benefits, such as Paid Time Off, Life Insurance, and an Employee Assistance Plan.

Inclusion & Belonging Statement

We are committed to creating an inclusive environment that embraces differences and fosters belonging for all.

Equal Opportunity Statement

We are an Affirmative Action/Equal Opportunity Employer and strongly committed to all policies which will afford equal opportunity employment to all qualified persons without regard to age, national origin, race, ethnicity, creed, gender, disability, veteran status, or any other characteristic protected by law.