Sr Dedicated Support Engineer, AI Object Storage Expert

DataDirect Networks, Inc.; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Join a forward-thinking company as a Sr Dedicated Support Engineer, where you'll deliver exceptional support for cutting-edge AI and data storage solutions. This role involves working closely with demanding customers, utilizing your extensive technical expertise to resolve complex issues and enhance their experience. You'll have the opportunity to collaborate with product engineering and education teams, ensuring that customer needs are met through innovative solutions. If you're passionate about technology and customer success, this is your chance to make a significant impact in a dynamic environment that values creativity and problem-solving.

Benefits

Flexible Work Hours

Health Insurance

Retirement Plan

Professional Development Opportunities

Remote Work Options

Qualifications

• 7+ years of experience in a technical support role.
• Strong knowledge of S3-compliant storage and networking technologies.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide premier service and support to critical customers.
• Work directly with customers to solve technical issues.
• Drive product enhancements based on customer feedback.

Skills

Technical Support

Problem Analysis

Customer Interfacing

Analytical Thinking

Communication Skills

Education

Bachelor's Degree in Computer Science or related field

Tools

Linux

TCP/IP Networking

Infiniband

Kubernetes

Docker

Prometheus

Grafana

Python

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.

Job Description

As a Sr Dedicated Support Engineer at DDN Storage, you will be responsible for delivering the “premier experience” for DDN’s most demanding customers. We’re looking for team members who bring both deep technical knowledge and a dedication to customer intimacy to deliver a world-class support experience.

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

• Provide premier service and support to DDN’s largest and most critical customers
• Employ multiple communication channels (phone, chat, physical and virtual meetings, cases, etc) to understand customer needs, develop trustworthy relationships, and exceed customer expectations
• Work directly with customer technical staff to solve issues with sense of urgency, at times managing competing priorities
• Create test plans and procedures for customer upgrades and maintenance
• Work with DDN Product Engineering to drive product enhancements based on customer use and feedback (bug fixes, features, documentation)
• Work with DDN Education on training engagements and opportunities for improvement
• Help develop and maintain internal support tools (SW)
• Occasional travel and on-site work
• Participate in on-call rotations with short response times

This employee must have considerable knowledge operating and/or supporting high-speed, large scale distributed storage solutions, ideally multi-protocol environments covering POSIX, block, and object storage (e.g., S3 compliant).

Minimum Requirements:

• Must have 7+ years’ experience in a similar technical role supporting production environments
• Experience supporting solutions post-sale
• Proven in-depth technical knowledge and problem analysis skills
• Excellent customer interfacing skills
• Solutions orientated with an aptitude for analytical thinking and problem solving
• Proven skills and a solid team player
• Good verbal and written communication skills (English, second language beneficial)
• Must be comfortable leading technical conversations with customers to drive problem resolution

Essential Technical Requirements:

• 7+ years of experience working with S3-compliant object storage or similar technologies
• A demonstrable understanding of storage system data protection mechanisms (e.g., Erasure Coding)
• Strong knowledge of Linux, and TCP/IP- and Infiniband-based high speed networking
• Strong knowledge of RDMA enabled networks (e.g., Infiniband, RoCE)

Preferred Technical Requirements:

• Experience with multi-protocol storage systems (block, parallel POSIX, S3, etc)
• Experience with Lustre or other parallel file system at scale
• Experience managing multi-tenant storage environments
• Experience with Prometheus, Grafana, and Log Aggregation
• Experience with Kubernetes or other container orchestration technologies
• Experience with Docker Compose
• Experience with Spark
• Experience working with AI pipelines and technologies
• Experience developing administrative scripts in Python, Perl, Bash, or similar language
• Experience working with file transfer (e.g., SFTP, RSYNC, FTP) and NAS protocols (NFS, CIFS)
• Experience working with authentication protocols (LDAP, OAuth2/OIDC, Kerberos, SAML)
• Experience working with network discovery and diagnostic tools (e.g. LLDP, tcpdump, Wireshark)

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.

#LI-Remote