Technical Support Engineer L2

Overview

DDN Storage is seeking great candidates to join our dynamic team of passionate customer-enabling technologists!

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high performance data storage innovation for over two decades. DDN Storage is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare, to financial services, autonomous cars, Government, academia, research and manufacturing 

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - ~ Marc HamiltonVP, Solutions Architecture & Engineering | NVIDIA

DDN Storage is the global leader in AI and multi-cloud data management at scale. Our cutting-edge storage and data management solutions are designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN Storage empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.

Job Description

Overview:

The Advanced Technical Support Team is seeking an experienced support engineer with rich experience in Linux, networking, and parallel filesystem products – ideally Lustre. The support engineer is passionate about problem-solving, possesses excellent analytical and debugging skills, and has seasoned experience working directly with customers.

Key Responsibilities:

Responsibilities for this role include but are not limited to:

• Become an expert user of EXAScaler and Lustre.
• Triage, diagnose, and troubleshoot problems with EXAScaler appliances, networks and Lustre file systems in large production customer environments.
• Employ internal lab equipment to reproduce customer issues, isolate root cause, and identify solutions and workarounds.
• Create test plans and procedures for customer upgrades and troubleshooting.
• Work with engineering for enhancing product quality using customer feedback and use cases.
• Review product documentation, both for internal and external customer needs.
• Assist in development/maintenance of internal tools.
• Demonstrate a thorough technical understanding of clients' needs.
• Clearly communicate complex technical topics to the varied knowledge levels of customers.
• Develop positive and trustworthy relationships with customers.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• As this is a customer-facing role, it requires flexibility; the role includes one-week on-call coverage approximately 3 to 4 times per calendar year to ensure round-the-clock support availability.
• Must be willing to provide alternate weekend coverage for colleagues scheduled on weekend shifts, ensuring uninterrupted customer support operations.
• Ability to mentor or act as an internal consultant for less experienced team members.
• While this is a remote working position, it does require some travel and occasional customer on-site working.

Qualifications:

Minimum Requirements:

• Must have 5+ years of experience in maintaining and supporting Linux-based file systems in production systems.
• Must also have RAID storage system support, development and/or test experience.
• BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience of 5+ years working with enterprise software and/or hardware support role.

Technical Expectations:

The following are preferred technical requirements:

• Linux OS, Unix OS, Windows OS, Mac OS, SCSI, SAN, RAID & high performance networking.

Additional Requirements:

• Thrives and enjoys working in a fast-paced, fast-changing environment while providing customers with high levels of support experience.
• Strong written and verbal English communication skills with a focus on maintaining high levels of credibility, attention to detail and information sharing among customers and colleagues.
• Strong debugger of complex systems.
• Excellent analytical and problem-solving skills especially with complex HW/SW interaction problems.
• Hardware support experience in any of the following: SAN/NAS Products, HDS, NetApp, EMC, Brocade/Cisco SAN Switches.
• Extensive understanding of parallel file system principles (preferably Lustre) as well as operating system architecture & principles.
• Knowledge of AI and HPC workloads, cloud storage, cloud computing, data center operations are desirable.
• Ability to mentor or act as an internal consultant for less experienced team members.