Data Direct Networks

  • L2 Technical Support Engineer

    Job Locations US
    Job Posted Date 4 weeks ago(9/18/2018 11:54 AM)
    Job ID
    2018-2191
  • Overview

    DataDirect Networks (DDN.com) is a world leader in massively scalable storage. We are the leading provider of data storage and processing solutions and professional services that enable content-rich and high-growth IT environments to achieve the highest levels of systems scalability, efficiency and simplicity. DDN enables enterprises to extract value and deliver results from their information. Our customers include the world's leading online content and social networking providers, high performance cloud and grid computing, life sciences, media production organizations and security & intelligence organizations.

    Job Description

     

    Summary:  The Senior File Systems Support Engineer’s primary responsibilities include file system installation, trouble shooting, and repairing of DDN file system solutions, secondary responsibilities will include trouble shooting and repairing DDN storage solutions. The employee will be responsible for enhancing and supporting GPFS parallel file systems from an Support and Sustaining engineering perspective. In addition, this employee will be responsible for triaging and resolving Customer related problems, working collaboratively with the DDN Field team, Support team and Engineering Development team. This employee must have considerable knowledge of file system operations, disk based storage, operating system, networking, troubleshooting technique, and performance tuning.  Must have strong communication skills, including: ability to connect with customers via phone, face to face, and in written correspondences.

     

    Minimum Requirements:  Must have 5+ years experience in a similar technical role. Experience supporting post-sales efforts is essential to success in this position.  BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience of 5+ years working with enterprise software and/or hardware support role.

     

    Technical Expectations: The following are preferred technical requirements: GPFS, Lustre, StorNext,  Linux OS,  Pearl, and Shell Scripting.     

     

    Essential Duties and Responsibilities include but are not limited to:

     

    • Work across Support, Sales and Development Engineering groups to resolve Customer experienced file system issues and ensure total customer satisfaction with our large, scalable file systems.
    • Provide  technical expertise in collaboration with Pre Sales Engineers for clustered file system solutions.
    • Work with Development Engineering on test plans and procedures for enhancing product quality using Customer feedback and use cases.
    • Review product documentation, both for internal and external customer needs.
    • In the sustaining role deliver maintenance releases for supported products
    • Work with the DDN Education team to provide training where needed, either in person or through documentation.
    • Assist in development/maintenance of internal tools. 
    • Demonstrate a thorough technical understanding of clients’ needs, including how those pertain to DDN products and services.
    • Clearly communicate complex technical topics to the varied knowledge levels of external customers.
    • Develop positive and trustworthy relationships with customers
    • Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
    • Working Days: 5 days per week Sunday to Thursday and a 1-week on-call rotation approximately every 12 weeks.

     

    Qualifications for this role are:

    • Minimum 4 yrs. experience with parallel file systems, preferably GPFS.
    • Minimum 4 yrs. in a customer-facing role
    • Minimum 8 yrs. experience in the data storage industry.
    • Demonstrable understanding of data storage concepts: RAID, SCSI, FC, file systems, etc
    • Experience working with NAS protocols: NFS, CIFS, FTP, HTTP, etc.
    • Strong knowledge of Linux architecture and fundamentals.
    • Understanding of networking concepts: IP, TCP, routing, etc.
    • Experience reading, writing and debugging shell and Python or Perl scripts. skills and a solid team player.

     

    Critical Success Skills: The following are a list of critical skills for this job and examples of behaviors related to those skills.

    Identifying Customer Needs: Seeks to provide an appropriate solution by understanding what the customer is trying to accomplish;

     

    • Must have in-depth technical knowledge and problem analysis skills.
    • Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows), networking, and file system.
    • Administration/implementation/support experience of any of the following:
      • Lustre
      • GPFS
      • Networking/Switches
    • Excellent troubleshooting skills
    • Good verbal and written communication skills
    • Excellent customer interfacing skills

    ·           

    Provides Reliable Information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains his sources for quick access to time-sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve

    ·       Demonstrates a complete understanding of all DDN products and services.

    ·       Seen as a resource by client, above being just a spokesperson for DDN products.

    ·       Responds to all customer requests in a timely manner, while maintaining accuracy.

     

    Delivers Added Value to Customers: Stays in touch with market trends, including environmental and competitive forces influencing the market, so that he can be seen as a valuable resource to important constituents internal or external to the organization; constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective

    ·       Knowledgeable about how DDN products interact with other products in the market.

    ·       Does not wait for guidance, pro-actively identifies and delivers value to customers.

    DDN Core Characteristics

    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.

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