Technical Support Engineer L2

Overview

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 led AI and high-performance data storage innovation for over two decades. DDN Storage is a global market leader, 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.

\”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 Hamilton, VP, Solutions Architecture & Engineering, NVIDIA

DDN Storage specializes in AI and multi-cloud data management at scale. Our innovative storage and data management solutions accelerate AI workloads, helping organizations extract maximum value from their data. Known for performance, reliability, and scalability, DDN Storage empowers businesses to handle the most challenging AI and data-intensive tasks confidently.

Our success stems from our commitment to innovation, customer success, and a team of dedicated professionals. This role offers a chance to make a significant impact at a company shaping the future of AI and data management.

We are committed to fostering innovation, customer satisfaction, and market leadership, making this an exciting and rewarding opportunity for a driven professional eager to impact AI and data storage.

Job Description

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

Job Summary:

The Advanced Technical Support Team seeks an experienced support engineer with extensive Linux, networking, and parallel filesystem expertise, preferably Lustre. The support engineer should be passionate about problem-solving, possess excellent analytical and debugging skills, and have experience working directly with customers. You will handle incoming requests from strategic DDN EXAscaler customers, analyze, troubleshoot, diagnose systems, and implement repairs to restore normal operation. This role also involves mentoring less experienced team members and escalating issues to engineering teams as necessary.

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 lab equipment to reproduce customer issues, identify root causes, and develop solutions or workarounds.
• Create test plans and procedures for customer upgrades and troubleshooting.
• Collaborate with engineering to improve product quality based on customer feedback and use cases.
• Review product documentation for internal and customer use.
• Assist in developing and maintaining internal tools.
• Understand and address clients’ technical needs thoroughly.
• Communicate complex technical topics clearly to customers with varied knowledge levels.
• Build positive and trustworthy relationships with customers.
• Manage multiple priorities effectively, ensuring all objectives are met.
• This is a remote position but requires some travel and on-site customer support.
• Participate in a one-week 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, or testing experience with RAID storage systems.
• BSc in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; 5+ years of industry experience supporting enterprise software/hardware.
• Preferred technical skills: Linux, Unix, Windows, Mac OS, SCSI, SAN, RAID, high-performance networking.
• Ability to thrive in a fast-paced, changing environment while providing high-level customer support.
• Strong written and verbal English communication skills, with attention to detail.
• Proficiency in debugging complex systems.
• Excellent analytical and problem-solving skills, especially with 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 a plus.
• Ability to mentor or act as an internal consultant for less experienced team members.

DDN\’s Core Characteristics

Employees should demonstrate:

Self-Starter: Proactively identifies and solves problems, seeks relevant information, and engages with new initiatives.

Success/Achievement Orientation: Delivers high-quality results, sets and exceeds goals, and focuses on priorities.

Problem Solving: Recognizes issues and systematically addresses their root causes with practical solutions.

Innovative: Builds and improves processes, challenges the status quo, and develops creative solutions.

Equal Opportunity Employer: DataDirect Networks, Inc. is an equal opportunity and 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 characteristic.

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