Technical Support Engineer L2

DDN Storage is seeking talented candidates to join our dynamic team of passionate customer-enabling technologists! This is an excellent 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, across industries such as life sciences, healthcare, financial services, autonomous vehicles, government, academia, research, and manufacturing.

We are currently seeking a Technical Support Engineer - Level 2.

Job Summary: The Advanced Technical Support Team seeks an experienced support engineer with extensive experience in Linux, networking, and parallel filesystem products, ideally Lustre. The support engineer should be passionate about problem-solving, possess excellent analytical and debugging skills, and have seasoned experience working directly with customers. Your role will involve handling incoming requests from strategic DDN EXAscaler customers, analyzing, troubleshooting, diagnosing systems, and implementing repairs to restore normal operation. You will also serve as a focal point and consultant for less experienced team members and assist in escalations to engineering teams.

Responsibilities include but are not limited to:

• Become an expert user of EXAScaler and Lustre.
• Triage, diagnose, and troubleshoot issues with EXAScaler appliances, networks, and Lustre file systems in large production environments.
• Use internal lab equipment to reproduce customer issues, isolate root causes, and identify solutions and workarounds.
• Create test plans and procedures for customer upgrades and troubleshooting.
• Collaborate with engineering to enhance product quality based on customer feedback and use cases.
• Review product documentation for internal and external needs.
• Assist in developing and maintaining internal tools.
• Develop a thorough understanding of clients’ needs.
• Communicate complex technical topics clearly to customers with varied knowledge levels.
• Build positive, trustworthy relationships with customers.
• Manage multiple tasks and priorities effectively.

This is a remote role, but some travel and on-site customer work may be required. Participate in a weekly on-call rotation approximately every 20 weeks. Work flexible weekly shifts, including weekends.

Qualifications:

• Minimum 5+ years of experience supporting Linux-based filesystems in production systems.
• Support, development, and/or testing experience with RAID storage systems.
• BSc in Electrical Engineering, Computer Science, Mathematics, or related field; or equivalent industry experience.
• Preferred technical skills include Linux OS, Unix OS, Windows OS, Mac OS, SCSI, SAN, RAID, and high-performance networking.
• Ability to thrive in a fast-paced, evolving environment while providing high-level support.
• Strong written and verbal English communication skills.
• Excellent debugging and analytical skills, especially with complex hardware/software interactions.
• Hardware support experience with SAN/NAS products like HDS, NetApp, EMC, Brocade/Cisco switches.
• Deep understanding of parallel filesystem principles, especially Lustre, and OS architecture.
• Knowledge of AI, HPC workloads, cloud storage, cloud computing, and data center operations is desirable.
• Ability to mentor and act as an internal consultant for less experienced team members.

DDN's Core Characteristics: Employees should demonstrate: Self-Starter: Initiative in problem-solving and new initiatives. Success/Achievement Orientation: Consistent delivery of quality results and goal achievement. Problem Solving: Systematic assessment and resolution of issues. Innovative: Building and improving business processes and generating new ideas.

Equal Opportunity Statement: DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration regardless of race, color, religion, gender, gender identity, expression, sexual orientation, national origin, disability, veteran status, or other protected characteristics.