Lustre - Technical Support Engineer - Level 2

DDN 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.

We are currently seeking a  Technical Support Engineer - Level 2  

Job Summary:

The Advanced Technical Support  Team is seeking a experiecned support engineer with rich experience in Linux, networking, and parallel filesystem products – particularly Lustre. The support engineer is passionate about problem-solving, possesses excellent analytical and debugging skills, and has seasoned experience working directly with customers. As an AST, you take incoming requests from strategic DDN EXAscaler customers,  analyse, troubleshoot diagnose systemsend effet repairs to return systems to normal operation. This role will also act a focal point & Consultatnt resource for less experienced team memebers, and  aid in escalations to the various DDN  ENgineering  teams.

Responsibilities for this role include but are not limited to:

• Become an expert user of EXAScaler and Lustre.
• Triage, diagnose, and troubleshoot problems with EXAScaler appliances, networks and Lustre file systems in large production customer environments.
• Employ internal lab equipment to reproduce customer issues, isolate root cause, and identify solutions and workarounds.
• 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.
• 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
• Ability to work Flexible Weekly shifts, which may include weekends.

Qualifications for this role are:

• Minimum Requirements:  Must have 5+ years experience in maintaining and supporting Linux-based file systems in production systems. 
• Must also have RAID storage system support, development and/or test experience.
• 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: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, SAN, RADI & high performance networking.
• Thrives and enjoys working in a fast-paced, fast-changing environment while  providing csuotmers withe hgh levels of supprot experience.
• Strong written and verbal English communication skills with a focus on mainting the high levels of credibility, attention to detail and information sharing among custoemrs and colleagues
• Strong debugger of complex systems.
• Excellent analytical and problem-solving skills especially with complex HW/SW interaction problems.
• Hardware support experience in any of the following:  SAN/NAS Products, HDS,NetApp,EMC,Brocade/Cisco SAN Switches.
• Extensive understanding of parallel file system principles (preferably Lustre) as well as operating system architecture & principles.
• Knowledge of AI and HPC workloads, cloud storage, cloud computing, data center operations are desirable.
• Ability to mentor or act as a internal consultant for  less exerienced team members.

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.