Technical Support Engineer, L2

Data Direct Networks

Wheat Ridge, Northern (CO, KY)

Hybrid

USD 70,000 - 110,000

Full time

11 hours ago

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Benefits offered by this job

Vacation plans

Paid holidays

Bonus programs

Tuition reimbursement

Employee referral program

Medical, dental and vision benefits

Paid leave programs

Anniversary and recognition awards

Job summary

Data Direct Networks is hiring a Technical Support Engineer, L2, in a remote capacity. The role focuses on real-time resolution of complex customer issues across enterprise storage and virtualization environments, leveraging deep system-level expertise to drive fast, high-quality outcomes.

The position requires 5+ years in enterprise technical support, strong networking and storage knowledge, and experience with Docker/Kubernetes, Python, and SQL databases.

Qualifications

5 years of experience in Enterprise level Technical Support.
Proficiency with TCP/IP networking and troubleshooting.
Hands-on experience with enterprise storage systems (SAN/NAS, NFS, iSCSI, or Fibre Channel).
Experience with Docker and Kubernetes.
Scripting in Python; knowledge of Ansible is a plus.
Experience with Wireshark and packet‑level analysis.
Experience with SQL databases, MongoDB, Oracle, or similar.
Fluency in English is required.

Responsibilities

Provide advanced technical support for enterprise-scale systems.
Resolve highly complex system-level issues and document solutions.
Communicate technical issues clearly to customers and internal teams.
Lead problem recreation and root-cause analysis with engineering.
Contribute to knowledge base and best-practices for support.

Skills

Enterprise support

TCP/IP networking

Storage systems

Python scripting

Ansible

Wireshark

SQL / MongoDB / Oracle

Docker

Kubernetes

English fluency

Education

B.S. in CS/EE/Math or equivalent

Tools

VMware

Hyper-V

Wireshark

Docker

Kubernetes

SQL databases

MongoDB

Oracle

Job description

We are on our way to being the first company to power 1 MILLION GPUs and want world-class talent to join our amazing team!

The world is moving faster than ever, and yet, it will never move this slowly again. We are at the forefront of an incredible technological revolution but, at its core, it is fueled by incredible people. People like you.

1,000 Global Employees

11k Happy Customers

16 International Offices

We’re Looking for the Best and Brightest

We are the world’s leading data intelligence platform that reliably accelerates massive datasets for actionable real-time insights. Join our team to help the best and brightest minds tackle the world’s biggest challenges in business, science, medicine, academia and government.

Do What Can’t be Done

For the past 20 years, our team has kept us at the forefront of storage technology and has provided the foundation for enabling researchers to push the limits of “what can be done.”
These innovations take research and discovery to the next level, enabling them to discover cures to disease, observe global warming patterns, model innovative automotive and aerospace designs, discover new sources of energy, make communities safer, and accelerate business results across a wide variety of industries.

DDN Helps Build Your Future, Too

At DDN, we understand our customers’ diverse needs. Whether you’re a data scientist, IT professional, executive, or researcher, our solutions empower you with cutting-edge technology and unparalleled support.

Highly Competitive Vacation Plans

Paid Holidays

Bonus Programs

Tuition Reimbursement

Employee Referral Program

Excellent Medical, Dental and Vision Benefits

Paid Leave Programs

Anniversary and Recognition Awards

Technical Support Engineer, L2

Location

Employment Type

Full time

Location Type

Remote

Job Summary:

In this customer-facing role, you'll apply advanced systems-level technical expertise to resolve highly complex customer issues, whether they come in through automated dial-home alerts, technical calls from Tintri customers and customer engineers, or remote maintenance and web support requests. You'll use independent judgment to work through problems and collaborate closely with engineering and other technical teams to build knowledge and drive resolution. Because this is a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.

Responsibilities:

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 and enhances 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, VMware VCP, Platform9 certification, or equivalent hands‑on experience administering and managing enterprise virtualization and hypervisor platforms.

TCP/IP‑based networking and troubleshooting skills

Hands‑on experience with enterprise storage systems (SAN/NAS, NFS, iSCSI, or Fibre Channel), including RAID concepts and storage array troubleshooting, 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

We pride ourselves on our commitment to delivering tangible and consistent results.

Regional Director of Sales, Middle East and Africa

Let’s Forge a Better Future, Together