Technical Support Engineer, L2

DataDirect Networks, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company at the forefront of AI and data storage innovation! This role offers an incredible opportunity to leverage your technical expertise in a dynamic environment. You'll tackle complex customer issues, collaborate with engineering teams, and contribute to groundbreaking solutions that empower businesses worldwide. If you're passionate about technology and eager to make a significant impact in the world of AI and data management, this is the perfect role for you. Embrace the challenge and take your career to new heights with a leader in the industry!

Qualifications

• 5+ years in Enterprise Technical Support with strong networking skills.
• Experience with Hypervisors and storage systems is crucial.

Responsibilities

• Resolve complex systems-level customer issues using advanced technical expertise.
• Communicate effectively with customers and maintain a closed-loop communication style.

Skills

Enterprise level Technical Support

TCP/IP-based networking

Communication skills

Performance and Network Optimization

Log Analysis

Fluency in English

Education

B.S. in Computer Science

Electrical and Computer Engineering

Math

Tools

Microsoft Hyper V

VMWare

Wireshark

SQL database

MongoDB

Oracle

Docker

Kubernetes

Job description

Overview

Tintri is a wholly owned subsidiary of DataDirect Networks 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

In this position, the engineer will apply advanced systems-level technical expertise to resolve highly complex systems-level customer issues. The customer issues may be received by Support Centers through automated dial-homes, voice-initiated technical calls from TINTRI Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. The engineer will be required to use independent judgment to accomplish objectives and work closely with engineering and other technical business units to increase knowledge and resolve customer issues. As part of a 24*7*365 organization, shift work, holidays, and on-call responsibilities may be required. The work schedule for this role is Monday thru Friday.

Responsibilities for this role include but are not limited to:

• Always take care of the customer. Customer Satisfaction is job #1.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system-level issues.
• Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
• Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions, and special support requirements.
• Contributes to a centralized problem identification and resolution database and may provide senior or expert-level tasks like Engineering for assigned products or skills. Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
• Identifies, documents, and reports design, reliability, and maintenance issues.
• Understands and leverages TINTRI’s technical communication structure and has a sphere of influence that extends well outside of the department.
• Effectively leads efforts in facilitating problem recreation and failure analysis of systems-level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction.
• Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
• Challenges existing processes based on industry best practices to enhance these for the benefit of all.
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other TINTRI Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals, and communicates status to customers using Call Tracking Databases.
• Validates technical information issues early warnings and disseminates information as needed.

Skills and Qualifications required for this role include:

• 5 years of experience in Enterprise level Technical Support
• Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience
• TCP/IP-based networking and troubleshooting skills
• Storage Systems experience required
• Performance and Network Optimization, Log Analysis experience
• Ability to communicate verbally and in writing
• Fluency in English is required
• B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent work experience

Pluses

• Python scripting, Ansible
• Experience with Wireshark and packet-level analysis
• Experience with SQL database, MongoDB, Oracle, or another database
• Experience with Docker and Kubernetes

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 the cause of the 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