Technical Support Engineer L2

DataDirect Networks, Inc.; United Kingdom; Remote; GBP 40,000 - 65,000; Full time

Job summary

DataDirect Networks, Inc. seeks a passionate Technical Support Engineer - Level 2 to join their prestigious team. This remote role requires 5+ years of experience in Linux and networking to handle complex customer requests, problem-solve and mentor teams. Become an integral part of a leading company in AI and data management, delivering solutions to enhance customer satisfaction.

Qualifications

• Minimum 5+ years of experience supporting Linux-based filesystems.
• Strong written and verbal English communication skills.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Triage, diagnose, and troubleshoot issues with EXAScaler appliances.
• Develop a thorough understanding of clients’ needs.
• Communicate complex technical topics clearly to customers.

Skills

Problem Solving

Analytical Skills

Communication

Debugging Skills

Education

BSc in Electrical Engineering or related field

Tools

Linux OS

Unix OS

Windows OS

Mac OS

SAN

NAS

RAID

Job description

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 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.

"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 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 dedicated to excellence. This is a chance to make a significant impact at a company 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 eager to make a lasting impact in 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 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.