Sr Dedicated Support Engineer

Data Direct Networks; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company at the forefront of AI and data storage innovation. As a Sr Dedicated Support Engineer, you will leverage your extensive technical expertise to provide exceptional support to critical customers. This role involves resolving complex Lustre file system issues, collaborating with engineering to enhance product quality, and developing strong relationships with clients. If you are passionate about solving challenging problems and want to make an impact in the world of AI, this opportunity is perfect for you. Embrace a rewarding career where innovation and customer success are at the heart of everything we do.

Qualifications

• 7+ years in a technical role with Lustre or similar filesystems.
• Strong knowledge of Linux and networking fundamentals.

Responsibilities

• Deliver pristine experience on DDN’s technologies to critical customers.
• Resolve Lustre file system issues and ensure customer satisfaction.

Skills

Lustre File System

Linux

Networking

Customer Service

Problem Solving

Analytical Thinking

Education

Bachelor's Degree in Computer Science or related field

Tools

Python

BASH

Perl

Wireshark

tcpdump

Job description

Overview

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. DataDirect Networks (DDN) 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 is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is 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 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

As a Sr Dedicated Support Engineer at DDN Storage, you will be responsible for delivering a high-quality experience on DDN’s technologies by utilizing your technical expertise and understanding the customer ecosystem to solve their most demanding business needs. We are seeking highly skilled, well-rounded technical resources to support our most critical customers.

Duties and Responsibilities:

• Work flexible weekly shifts, which may include weekends.
• Focus on DDN’s largest and most critical customers.
• Collaborate directly with customer administrative staff to resolve issues.
• Engage quickly 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 to enhance product quality using customer feedback and use cases.
• Review product documentation for internal and external customer needs.
• Provide training in collaboration with the DDN Education team.
• Assist in development and maintenance of internal tools.
• Demonstrate thorough technical understanding of clients’ needs.
• Communicate complex technical topics clearly to customers of varied knowledge levels.
• Develop positive and trustworthy relationships with customers.
• Manage multiple tasks and priorities effectively.
• This is a remote position that requires some travel and occasional on-site customer work.
• Participate in a one-week on-call team rotation to provide customer support outside regular hours.

This role requires extensive knowledge of parallel file system operations, disk-based storage systems, Linux OS, networking, and troubleshooting techniques. Strong communication skills are essential, including the ability to connect with customers via phone, virtual meetings, and written correspondence.

Minimum Requirements:

• 7+ years of experience in a similar technical role.
• Experience supporting post-sales efforts.
• Deep technical knowledge and problem analysis skills.
• Excellent customer interfacing skills.
• Solutions-oriented with analytical thinking and problem-solving skills.
• Strong team player with proven skills.
• Good verbal and written communication skills in English; additional languages are a plus.

Essential Technical Requirements:

• 7+ years working with Lustre or similar parallel filesystems—administration, implementation, or support.
• Strong Linux architecture and fundamentals knowledge.
• Understanding of system infrastructure including storage, Linux OS, networking, and parallel file systems.
• Knowledge of data storage concepts like RAID, Erasure Coding, block storage, etc.
• Understanding of networking concepts such as Infiniband, Ethernet, IP, TCP, routing.

Preferred Technical Skills:

• Experience with other parallel filesystems like SpectrumScale or StorNext.
• Development and debugging skills in shell, Python, BASH, or Perl scripts.
• Networking experience with Infiniband and Ethernet.
• Experience with NAS protocols (NFS, CIFS, SMB, S3, FTP, SFTP).
• Knowledge of authentication protocols (Active Directory, LDAP).
• Extensive troubleshooting experience with Infiniband and Ethernet networks.
• Experience with file transfer tools and protocols.
• Knowledge of authentication protocols like LDAP, OAuth2/OIDC, Kerberos, SAML.
• Using network diagnostic tools such as LLDP, tcpdump, Wireshark.

DDN Characteristics

Our employees demonstrate:

• Self-Starter: Independent problem-solving and initiative.
• Success/Achievement Orientation: Delivering quality results and exceeding goals.
• Problem Solving: Systematic assessment and practical solutions.
• Innovative: Building and improving processes, generating new ideas.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration regardless of race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, disability, veteran status, or other protected characteristics.

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