Service Analyst

At Penguin Solutions (Nasdaq: PENG) – The AI Factory Platform Company – we’re building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy, and manage AI factories for enterprises, sovereign AI initiatives, and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing, and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services, and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation, and grow through challenging work, continuous learning, and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career, and make a meaningful impact.

Job Overview

As part of our continued growth, we are expanding our customer service operations in Bangalore and are hiring Service Analysts to join our 24x7 Support Coordination team. This team plays a critical role in Penguin’s global service delivery model by acting as the first point of contact for customers and partners across multiple service channels including phone, web, email, and system-generated alerts.

Service Analysts are responsible for providing a timely first response, accurately assessing customer-reported issues or monitoring events, performing initial triage and entitlement validation, and coordinating escalation to appropriate technical resources in line with defined service level agreements (SLAs). The role requires a combination of strong customer service skills, operational discipline, and general technical acumen to support enterprise and mission-critical hardware and software environments. The position supports a 24x7x365 operation and requires excellent English communication skills, both verbal and written.

Responsibilities Customer Support & Case Management

• Perform initial response to service requests from customers and partners in line with defined SLAs using phone, web, email, and product monitoring tools.
• Monitor automated system and product alerts, perform initial validation, and proactively create service cases as required.
• Accurately assess and interpret customer-reported issues or alert-based events and create clear, concise, and complete support case records, including gathering relevant diagnostic information prior to escalation.
• Assist customers by providing resolutions for known issues where applicable to expedite the support process.
• Assist customers with service portal registrations and promote adoption of self-service tools and resources.
  
  

• Perform service entitlement verification, initial troubleshooting, and problem determination using available tools, runbooks, and knowledge base resources.
• Determine the severity and business impact of customer issues and route cases to appropriate technical resources according to defined escalation procedures and SLAs.
• Own initial SLA compliance by ensuring timely response, correct severity assignment, and prompt escalation based on customer entitlement and issue criticality.
• Coordinate effectively with global technical support teams, service delivery managers, and partners to ensure smooth case progression and resolution.
  
  

• Maintain high levels of data accuracy, quality, and completeness within the customer service case management system.
• Ensure proper documentation and communication to support effective shift handovers and continuity in a 24x7 support environment.
• Adhere to standard operating procedures, processes, and quality standards to ensure consistent service delivery.
• Contribute to continuous improvement initiatives and operational projects to support global service objectives.
  
  

• High school diploma or equivalent.
• Minimum of two years of experience in Customer Support (International Voice Process), Technical Support, Customer Relations, or similar roles within a technology-based organization.
• Broad understanding of hardware and/or software technologies.
• Excellent English communication skills, both verbal and written.
• Hands-on experience using common business applications such as MS Outlook, Word, Excel, and Teams.
• Experience using customer relationship management or case management systems for service request handling.
• Ability to multitask effectively while maintaining a high level of organization and prioritization.
• Strong attention to detail with the ability to follow defined processes and procedures consistently.
  
  

• Experience working in a 24x7 global support or service desk environment.
• Exposure to monitoring tools, alert management systems, or proactive support models.
• Basic understanding of server, operating system, virtualization, or networking concepts.
• Experience supporting enterprise or mission-critical customer environments.