Technical Support Engineer L2

DataDirect Networks, Inc.; United Kingdom; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their Advanced Technical Support Team. This role is perfect for someone with a strong background in Linux and networking, who thrives in a fast-paced environment. You will be responsible for diagnosing and troubleshooting complex systems, working closely with customers to ensure their needs are met. This position offers the chance to make a significant impact in the world of AI and data management, providing high levels of support and mentoring to less experienced team members. If you're passionate about problem-solving and customer success, this opportunity is for you.

Qualifications

• 5+ years experience in Linux-based filesystems and RAID storage systems.
• Strong problem-solving and analytical skills with customer support experience.

Responsibilities

• Triage and troubleshoot issues with EXAScaler appliances and Lustre file systems.
• Create test plans and procedures for customer upgrades and troubleshooting.

Skills

Linux

Networking

Problem-solving

Analytical skills

Debugging

Customer support

High performance computing

Education

BS in Electrical Engineering

BS in Computer Science

BS in Mathematics

BS in Sciences

Tools

EXAScaler

Lustre

RAID systems

SAN/NAS Products

Job description

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 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 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

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

Job Summary:

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. You will take incoming requests from strategic DDN EXAscaler customers, analyze, troubleshoot, diagnose systems and effect repairs to return systems to normal operation. This role will also act as a focal point & Consultant resource for less experienced team members, and aid in escalations to the various DDN Engineering teams.

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.
• While this is a remote working position, it does require some travel and occasional customer on-site working.
• As this is a customer facing role it requires flexibility; and also includes a one-week on-call team rotation approximately every 20 weeks.
• Ability to work flexible weekly shifts, which may include weekends.

Qualifications for this role are:

• Minimum Requirements: Must have 5+ years experience in maintaining and supporting Linux-based filesystems 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.
• 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 filesystem principles (preferably Lustre) as well as operating system architecture & principles.
• Knowledge of AI and HPC workloads, cloud storage, cloud computing, datacenter operations are desirable.
• Ability to mentor or act as an internal consultant for less experienced team members.

DDN

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.