Sr. Technical Customer Success Engineer

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.

Job Overview: We are seeking a dedicated Senior Technical Customer Success Engineer to work closely with our large-scale, high-priority customers. This technical role encompasses everything from initial installation to achieving system stability, tackling a broad range of issues that extend beyond storage solutions. You will be the frontline warrior in handling critical escalations, diving into problems, and steering them to resolution. Your mission is to smooth out the customer's journey, maintain stellar communication with technical leads on the customer's side, and preempt any delays or misunderstandings that could hinder issue resolution.

Key Responsibilities:

• Serve as the technical point of contact for DDN's high-priority customers, ensuring swift installation and system stabilization.
• Proactively work on a variety of system issues, not limited to storage, to prevent and resolve escalations.
• Directly engage with customer technical leads to foster excellent communication, avoiding any potential setbacks.
• Utilize DDN's comprehensive toolset for diagnosing and resolving issues across networking, applications, computing, and storage.
• Conduct thorough analyses using networking diagnostics, log evaluations, and DDN's SIA.
• Efficiently identify, document, and escalate bugs to the relevant engineering teams within DDN.
• Interface across Engineering groups to implement new features for reliability and ease of use
• Collaborate with engineering and product management to secure appropriate prioritization of issues.
• Develop and maintain best practice documentation and tools.
• Develop tools and interfaces to better integrate DDN data into customer environments
• Organize knowledge resources to empower the wider DDN support team, enhancing their capabilities to resolve issues swiftly.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• Proven experience in a technical support role, preferably with large-scale enterprise customers.
• Strong understanding of Lustre and storage systems, networking, computing, and application frameworks.
• General DEVOPs development skills with the ability to write tools, generate automated reports, make sure tooling gets connected for the customers, e.g. take a logfile and figure out how to get this incorporated into the customer environment.
• Proficient with diagnostic tools, log analysis, and issue tracking systems.
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication and customer service skills.
• Ability to document complex technical issues clearly and concisely.

Preferred Skills:

• Experience with DDN storage solutions and SIA.
• Prior role in customer-facing technical support or escalations management.
• Familiarity with software development, bug tracking, and the software release cycle.

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.