Senior Designated Support Engineer

Data Direct Networks; United Kingdom; On-site; EUR 75,000 - 110,000; Full time

Benefits offered by this job

Vacation plans

Paid holidays

Bonus programs

Tuition reimbursement

Employee referral program

Medical, dental and vision benefits

Paid leave programs

Recognition awards

Job summary

Data Direct Networks seeks a Senior Designated Support Engineer to deliver expert support across the EMEA region for high‑performance storage platforms. You will troubleshoot complex Lustre environments, collaborate with global teams, and guide customers through advanced resolution steps.

You will mentor junior engineers, contribute to tooling and documentation, and participate in on‑call coverage with flexible hours to support global time zones.

Qualifications

• 7+ years in technical support, systems or infrastructure engineering.
• Deep knowledge of high‑performance storage systems and Lustre.
• Strong Linux expertise and networking fundamentals.
• Excellent customer communication and stakeholder management.

Responsibilities

• Provide advanced technical support for DDN storage solutions across EMEA.
• Support multiple strategic customer accounts as part of a global follow‑the‑sun model.
• Serve as a senior escalation point for complex issues and high‑priority incidents.
• Troubleshoot Lustre and large‑scale storage environments.
• Collaborate with customer admins to diagnose and resolve issues.
• Partner with engineering to improve product quality via customer feedback.
• Develop and execute test plans for system upgrades and troubleshooting.
• Contribute to internal troubleshooting tools and support processes.
• Review and contribute to internal and external technical documentation.
• Communicate complex technical concepts clearly to customers.
• Build strong relationships with key customer stakeholders.
• Mentor junior support engineers and share knowledge globally.
• Manage multiple priorities while ensuring high levels of customer satisfaction.
• Participate in rotating on‑call support for EMEA and travel within EMEA as needed.

Skills

High‑performance storage

Linux

Networking basics

Troubleshooting

Customer communication

Global teams

Lustre experience

Tools

Lustre file systems

Linux administration

InfiniBand / high-speed networking

StorNext (preferred)

Job description

We are on our way to being the first company to power 1 MILLION GPUs and want world-class talent to join our amazing team!

The world is moving faster than ever, and yet, it will never move this slowly again. We are at the forefront of an incredible technological revolution but, at its core, it is fueled by incredible people. People like you.

1,000 Global Employees

11k Happy Customers

16 International Offices

We’re Looking for the Best and Brightest

We are the world’s leading data intelligence platform that reliably accelerates massive datasets for actionable real-time insights. Join our team to help the best and brightest minds tackle the world’s biggest challenges in business, science, medicine, academia and government.

Do What Can’t be Done

For the past 20 years, our team has kept us at the forefront of storage technology and has provided the foundation for enabling researchers to push the limits of “what can be done.”
These innovations take research and discovery to the next level, enabling them to discover cures to disease, observe global warming patterns, model innovative automotive and aerospace designs, discover new sources of energy, make communities safer, and accelerate business results across a wide variety of industries.

DDN Helps Build Your Future, Too

At DDN, we understand our customers’ diverse needs. Whether you’re a data scientist, IT professional, executive, or researcher, our solutions empower you with cutting‑edge technology and unparalleled support.

• Highly Competitive Vacation Plans
• Paid Holidays
• Bonus Programs
• Tuition Reimbursement
• Employee Referral Program
• Excellent Medical, Dental and Vision Benefits
• Paid Leave Programs
• Anniversary and Recognition Awards

Senior Designated Support Engineer

Location

Employment Type

Full time

Location Type

Remote

As a Senior Designated Support Engineer at DDN, you will deliver an exceptional customer experience by applying deep technical expertise to support and troubleshoot complex storage environments across the EMEA region. In this role, you will work closely with customers, internal engineering teams, and global support teams to diagnose and resolve complex technical challenges and ensure the reliable operation of DDN’s high-performance storage platforms.

This position supports multiple strategic customer accounts across EMEA operating within DDN’s global follow‑the‑sun support model. Engineers collaborate across regional support teams to provide continuous support coverage and ensure seamless case handoffs between EMEA, APAC, and Americas teams.

As a senior technical resource, you will take ownership of complex escalations, guide troubleshooting efforts, and contribute to improving product quality and customer success.

Duties and Responsibilities

• Provide advanced technical support for DDN storage solutions and associated technologies across EMEA customer environments.
• Support multiple strategic customer accounts as part of DDN’s global follow‑the‑sun support model, ensuring effective collaboration and seamless case handoffs with engineering and support teams across EMEA, APAC, and the Americas.
• Serve as a senior technical escalation point for complex customer issues and high-priority incidents.
• Troubleshoot and resolve issues related to Lustre parallel file systems and large-scale storage environments.
• Work directly with customer administrators and infrastructure teams to diagnose and resolve complex system issues.
• Collaborate with engineering teams to improve product quality through customer feedback, root cause analysis, and field insights.
• Develop and execute test plans and procedures for system upgrades, maintenance activities, and troubleshooting.
• Contribute to the development and improvement of internal troubleshooting tools and support processes.
• Review and contribute to internal and external technical documentation.
• Clearly communicate complex technical concepts to customers with varying levels of technical expertise.
• Build strong, trusted relationships with key customer stakeholders.
• Mentor junior support engineers and contribute to knowledge sharing across the global support organization.
• Manage multiple priorities while ensuring high levels of customer satisfaction.
• Participate in a rotating on‑call support schedule for EMEA customer environments.
• Ability to work flexible hours when required to support EMEA time zones and global customer operations.
• Occasional travel within EMEA may be required for customer engagements or on‑site troubleshooting.

Skills and Experience

• Successful candidates will demonstrate deep technical knowledge of high-performance storage systems, Linux-based environments, networking fundamentals, and advanced troubleshooting techniques.
• Strong communication and customer-facing skills are essential, including the ability to collaborate effectively with customers through phone, virtual meetings, and written communications.
• 7+ years of experience in technical support, systems engineering, or infrastructure engineering roles.
• Strong experience supporting Linux-based storage or high-performance computing environments.
• Proven expertise in diagnosing and resolving complex system and infrastructure issues.
• Excellent customer communication and stakeholder management skills.
• Ability to work effectively both independently and as part of a distributed global technical team.

Essential Technical Requirements

• Extensive experience working with Lustre parallel file systems including administration, implementation, or support.
• Strong expertise in Linux operating systems and system administration.
• Deep understanding of system infrastructure including:
• Storage platforms
• Strong knowledge of data storage technologies including RAID, erasure coding, distributed storage architectures, and large-scale storage systems.
• Solid understanding of networking technologies including Ethernet, TCP/IP, routing, and network troubleshooting.

Preferred Technical Experience

• Experience with other parallel file systems such as Spectrum Scale or StorNext.
• Experience writing or debugging scripts using Shell, Python, or Perl.
• Experience working with InfiniBand and high-speed Ethernet networking environments.
• Familiarity with NAS protocols including NFS, CIFS/SMB, S3, FTP, and SFTP.
• Experience with authentication systems such as Active Directory or LDAP.
• Experience troubleshooting complex networking environments including InfiniBand and Ethernet networks.

We pride ourselves on our commitment to delivering tangible and consistent results.

Regional Director of Sales, Middle East and Africa

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