Technical Support Engineer - Level 2

Job Locations US
Job ID
2024-4601
Name Linked
Data Direct Networks
Country
United States

Overview

DataDirect Networks (DDN.com) is a leading global provider of data storage and data management solutions at scale. We accelerate AI and High Performance Computing workflows and applications in data centers, private and public clouds, and at the edge. Thanks to our technology, over 11,000 customers realize significant efficiencies in their GPU and CPU compute farms, substantially reducing their data center power consumption and footprint. Utilizing highly optimized flash technology and AI-enabled software, our products power some of the largest and most demanding customers in the world in fields such as autonomous driving, AI chatbots, healthcare, financial services, manufacturing, energy, government, public sector, and research institutions, as well as generative AI and data analytics applications.

Job Description

We are currently seeking a  Technical Support Engineer - Level 2  

 

Job Description:

The Advanced Support Team (AST)/Level 2 Filesystem Support is part of DDN’s support organization. The primary focus of the AST is to support DDN’s customers with troubleshooting and repair during the lifetime of their DDN storage solutions. Also, escalations to the DDN engineering/development team are managed by AST team members.

The Advanced Technical Support Engineer will mainly be responsible for filesystem support of DDNs EXAScaler solutions.  These solutions are based on the Lustre Parallel Filesystem. To achieve quick turnaround times on cases the employee will need to manage their own queue, triage tickets, collaborate with peers and the DDN field team.

 

Duties and Responsibilities:

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

  • Ability to work Flexible Weekly shifts, which may include weekends.
  • Resolve Lustre file system issues on large, scalable customer systems and ensure customer satisfaction.
  • Create test plans and procedures for customer upgrades and troubleshooting.
  • Work with engineering for enhancing product quality using customer feedback and use cases.
  • Review product documentation, both for internal and external customer needs.
  • Work with the DDN Education team to provide training where needed.
  • Assist in development/maintenance of internal tools.
  • Demonstrate a thorough technical understanding of clients’ needs.
  • Clearly communicate complex technical topics to the varied knowledge levels of customers.
  • Develop positive and trustworthy relationships with customers.
  • Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
  • While this is a remote working position, it does require some travel and occasion customer on-site working.
  • As this is a customer facing role it requires flexibility; and also includes a one-week on-call team rotation approximately every 20 weeks.

Skills and Experience:

This employee must have considerable knowledge of parallel file system operations, disk-based storage systems, operating systems (mostly Linux), networking and troubleshooting technique.  Required are strong communication skills, including;  ability to connect with customers via phone, virtual meetings 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.
  • Proven in-depth technical knowledge and problem analysis skills.
  • Excellent customer interfacing skills.
  • Solutions orientated with an aptitude from analytical thinking and problem solving.
  • Proven skills and a solid team player.
  • Good verbal and written communication skills (English, second language beneficial).

Essential Technical Requirements

  • 5+ years of experience working with Lustre Parallel Filesystems; administration/implementation/support.
  • Strong knowledge of Linux architecture and fundamentals.
  • Good understanding of the technical fundamentals of the system infrastructure including Storage systems, Linux operating system, networking and file systems.
  • Demonstrable understanding of data storage concepts: RAID/Erasure Coding, block storage, parallel file systems, etc.
  • Understanding of networking concepts: Infiniband, Ethernet, IP, TCP, routing, etc.

Preferred Technical requirements include:

  • Other parallel filesystems such as SpectrumScale or StorNext
  • Experience reading, writing and debugging shell and Python or Perl scripts
  • Networking (InfiniBand Definite Plus)
  • Experience working with NAS protocols: NFS, CIFS, SMB, S3, FTP, sftp
  • Experience working with authentication protocols (ActiveDirectory, LDAP).

 

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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