Technical Support Engineer, L2

Data Direct Networks; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as an engineer specializing in advanced systems-level technical support. This role is pivotal in resolving complex customer issues, requiring a blend of technical expertise and excellent communication skills. You'll work in a dynamic environment, collaborating with various teams to ensure customer satisfaction. The ideal candidate will have significant experience in enterprise technical support and a passion for problem-solving. If you're looking to contribute to innovative data management solutions, this opportunity is perfect for you.

Qualifications

• 5+ years in Enterprise Technical Support with strong troubleshooting skills.
• Experience with networking, storage systems, and performance analysis.
• Excellent communication skills, both verbal and written.

Responsibilities

• Resolve complex technical problems and mentor team members.
• Communicate effectively with customers and provide updates on issues.
• Develop and implement resolutions to improve procedures.

Skills

Enterprise Technical Support

Networking Troubleshooting

Storage Systems Experience

Performance/Log Analysis

Verbal and Written Communication

Education

B.S. in Computer Science

B.S. in Electrical and Computer Engineering

B.S. in Math

Tools

Python

Ansible

Wireshark

SQL

MongoDB

Oracle

Docker

Kubernetes

Job description

Overview

Tintri by DDN is a leading provider of data management solutions tailored for enterprise workloads. As a subsidiary of DataDirect Networks (DDN), Tintri combines DDN's expertise in high-performance storage with Tintri's focus on analytics, automation, and data protection.

Tintri's product portfolio includes the VMstore T7000 Series, an on-premise storage platform purpose-built for virtual machines, containers, and databases. In addition, Tintri offers cloud-based solutions such as the Tintri Cloud Platform (TCP) and the Tintri Cloud Engine (TCE), providing managed infrastructure and workload flexibility.

Recognized for superior performance, Tintri's solutions are built for enterprise applications, offering workload-level observability, autonomous operations, and simplified management. With over a decade of research and development, Tintri continues to innovate, addressing the dynamic data workloads of today and tomorrow.

Joining Tintri by DDN means becoming part of a passionate team dedicated to delivering cutting-edge data management solutions that empower organizations to maximize uptime, performance, and efficiency.

Job Description

We are seeking an engineer to apply advanced systems-level technical expertise to resolve highly complex customer issues. These issues may be received through automated dial-homes, voice calls from TINTRI customers, Customer Engineers, or remote maintenance and Web Support calls. The engineer will use independent judgment to accomplish objectives and collaborate closely with engineering and other technical units to resolve customer issues.

This role requires shift work in a 24/7/365 organization, including holidays and on-call responsibilities. The work schedule is Tuesday through Saturday.

Responsibilities include:

• Providing excellent customer care to ensure customer satisfaction.
• Applying advanced technical expertise using standard protocols to resolve system-level issues.
• Communicating effectively with internal and external customers, ensuring all parties are informed of ongoing issues and resolutions.
• Identifying and resolving complex technical problems, mentoring others, and contributing to a knowledge database.
• Reporting design, reliability, and maintenance issues.
• Leveraging Tintri’s technical communication structure and influencing beyond the department.
• Leading problem recreation, failure analysis, and utilizing diagnostic tools.
• Developing and implementing resolutions, and improving procedures.
• Monitoring service calls, providing updates, and communicating status to customers.

Skills and Qualifications:

• Minimum 5 years of experience in Enterprise Technical Support.
• Certifications such as Microsoft Hyper V MCS, VMWare VCP, or equivalent experience.
• Networking troubleshooting skills, storage systems experience, and performance/log analysis skills.
• Excellent verbal and written communication skills in English.
• B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent experience.

Preferred Skills:

• Python scripting, Ansible.
• Wireshark and packet analysis experience.
• Experience with SQL, MongoDB, Oracle, or other databases.
• Docker and Kubernetes experience.
• NVIDIA-Certified AI/ML accreditation.

About DDN

DDN emphasizes four key characteristics: Self-Starter, Success/Achievement-Oriented, Problem Solver, and Innovative. Successful employees demonstrate these qualities consistently.

DataDirect Networks is an Equal Opportunity/Affirmative Action employer, committed to a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity, expression, sexual orientation, national origin, disability, veteran status, or other protected characteristics.

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