Principal Support Engineer - Remote Opportunity - (500-111)

Remote US|Remote - Raleigh or Durham, NC|Remote - Dallas or Fort Worth, TX|Remote - Washington DC|Remote - Anywhere|Remote - Austin, TX, Full time Remote

Title: Principal Support Engineer, Customer Experience


  • Provide tier 2/3 technical support using various diagnostic tools and strategies to identify root cause of hardware, software, network and connectivity issues

  • Escalate issues requiring manufacturing or engineering services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution

  • Ensure technical support services are delivered to customers in a high quality and professional manner consistent with company initiatives, customer expectations as well as internal and external SLAs

  • Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Pensando

  • Participate in the 24*7 on-call support rotation to provide escalation coverage to customers for after-hours support

  • Proactively create and publish knowledge articles

  • Travel to customer sites as needed (<25%)

  • Achieve or exceed performance targets established by leadership for applicable Key Performance Indicators.



  • 10+ years of experience in providing technical support to large enterprise customers

  • Demonstrated expert knowledge in one or more of the following: Routing, Switching, Network Security, Virtualization, Software Defined Networking 

  • Proficiency with the server networking configuration and troubleshooting in various OS environments: Linux, VMware ESX, Windows, FreeBSD.

  • Installation and troubleshooting knowledge in one or more following virtualization technologies, Docker, Kubernetes, VMWare, KVM, XEN, or Microsoft Hyper-V

  • Good knowledge of one or more scripting and/or programming languages (ex. Python, Go, Bash,  C++, C#, Java etc)
  • Familiarity with REST or gRPC API fundamentals
  • Outstanding communication and interpersonal skills

  • Strong attention to detail

  • Be a self-starter with the ability to organize tasks and document solutions

  • Ability to work independently and as part of a team

  • Be committed to self-development

  • Able to read, write, and speak the English language fluently



  • Industry certifications such as VCP, CCNP, JNCIP, CCIE

  • Prior Advanced Services or Application Engineer experience
JobID: 500/101-103
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