Senior Designated Support Engineer

DDN; United States; Hybrid; USD 120,000 - 150,000; Full time

Job summary

DDN Storage is seeking a Senior Designated Support Engineer to deliver a pristine customer experience on DDN’s technologies. You will solve complex Lustre and storage issues, work with engineering on product quality, and train customers and staff as needed.

This role combines remote support with occasional on-site engagements. The ideal candidate has 7+ years in a similar technical role, strong Linux and networking knowledge, and exceptional communication skills to interface with senior customer

Qualifications

• 7+ years in a similar technical role.
• Experience supporting post-sales efforts.
• Proven technical knowledge and problem analysis skills.
• Excellent customer interfacing skills.
• Analytical thinking and problem solving.
• Team player with good communication (English).

Responsibilities

• Work flexible weekly shifts, including weekends.
• Support the largest and most critical customers.
• Interact with customer admin staff to resolve issues.
• Engage quickly with customers to solve problems.
• Resolve Lustre file system issues on large systems.
• Create test plans for upgrades and troubleshooting.
• Work with engineering to improve product quality from feedback.
• Review product documentation for customers.
• Assist DDN Education team with training.
• Develop/maintain internal tools.
• Communicate complex topics clearly to customers.
• Build positive relationships with customers.
• Multitask and manage competing priorities.
• Occasional on-site work and one-week on-call rotation.

Skills

Lustre FS

Linux

Networking

Troubleshooting

Customer communication

Scripting (Shell/Python/Perl)

Tools

Shell scripting

Python

Perl

Job description

As a Senior Designated Support Engineer at DDN Storage, you will be responsible for delivering a 'pristine experience on DDN’s technologies' by utilizing your technical expertise, understanding the customer ecosystem, to solving customer’s most demanding business needs. We are looking for highly skilled, well rounded technical resources to cover our most demanding customers.

Duties and Responsibilities:

The essential duties and responsibilities include but are not limited to:

• Ability to work Flexible Weekly shifts, which may include weekends.

• Focused on DDN’s largest and most critical customers

• Expected to work directly with customer administrative staff to solve issues

• Must be willing to quickly engage with customers to resolve problems

• Resolve Lustre file system issues on large, scalable customer systems and ensure customer satisfaction.

• 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.

• Work with the DDN Education team to provide training where needed.

• 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 occasion customer on-site working.

• As this is a customer facing role it requires flexibility; and also includes a one-week on-call team rotation

Skills and Experience:

This employee must have considerable knowledge of parallel file system operations, disk-based storage systems, operating systems (mostly Linux), networking and troubleshooting technique. Required are strong communication skills, including; ability to connect with customers via phone, virtual meetings and in written correspondences.

Minimum Requirements:

• Must have 7+ years’ experience in a similar technical role.

• Experience supporting post-sales efforts is essential to success in this position.

• Proven in-depth technical knowledge and problem analysis skills.

• Excellent customer interfacing skills.

• Solutions orientated with an aptitude from analytical thinking and problem solving.

• Proven skills and a solid team player.

• Good verbal and written communication skills (English, second language beneficial).

Essential Technical Requirements

• 7+ years of experience working with Lustre Parallel Filesystems; administration/implementation/support.

• Strong knowledge of Linux architecture and fundamentals.

• Good understanding of the technical fundamentals of the system infrastructure including

  • Storage systems

  • Linux operating system

  • networking

  • parallel file systems

• Demonstrable understanding of data storage concepts: RAID/Erasure Coding, block storage, parallel file systems, etc.

• Understanding of networking concepts: Infiniband, Ethernet, IP, TCP, routing, etc.

Preferred Technical requirements include:

• Other parallel filesystems such as SpectrumScale or StorNext

• Experience reading, writing and debugging shell and Python or Perl scripts

• Networking (InfiniBand and Ethernet Definite Plus)

• Experience working with NAS protocols: NFS, CIFS, SMB, S3, FTP, sftp

• Experience working with authentication protocols (ActiveDirectory, LDAP)

• Extensive experience in debugging and troubleshooting Infiniband and Ethernet networks.