Customer Success Services Engineer

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC 

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - Marc Hamilton, VP, Solutions Architecture & Engineering | NVIDIA 

DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence. 

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management. 

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage. 

Job Title:

Customer Success Services Engineer

 Job Summary:

 The primary responsibility of this position is to work with DDN customers, providing technical expertise

• configuring & tuning systems which have been designed by the pre-sales engineering team.
• customising solutions to help customers achieve their business objectives.
• providing advice and implementing technical solutions.
• troubleshooting, diagnosing issues and providing resolution as part of the wider DDN teams

A main objective of the role is working closely with the DDN PS installation, Support, and Engineering teams.

Expertise is required across the whole AI/HPC eco-system, including Storage, Networking & Compute (with accelerators).

There may be the requirement to perform these tasks by being physically on a customer site or these tasks may be performed remotely. In this position you may be required to remotely supervise partner technicians/engineers while they perform on site hardware installation tasks.

 Principal duties and responsibilities for this role include but are not limited to:

•  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 (Storage Intelligent Analytics).
• 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.
• Physically install hardware at a customer site. Supervise “smart hands” to do so if appropriate either on site or remotely.
• Remotely or on site, install, configure and tune software as required.
• Provide technical training for customer systems and prepare reports and other required customer documentation.
• Manage customer technical relationship to ensure the highest calibre customer satisfaction.
• The role includes travel to customer sites in APAC (this is usually at most 1 week per month).

Specific Required Skills for this Role: 

• Must communicate (oral & written) fluently in Mandarin and English. (Singapore)
• This role requires at least 5 years of hands-on experience with AI/HPC system design, planning, implementation, managing & troubleshooting.
• This role requires at least 2 years of Linux Systems Administrator experience, preferably in AI/HPC environment.

Preferred Skills for this Role:  

• Preferred experience with InfiniBand or NVIDIA based Ethernet networking.
• Preferred experience with Parallel file system Administration, such as Lustre, Spectrum Scale, BeeGFS, WekaFS.
• Preferred experience with Prometheus, Grafana & other monitoring & Log collection tools.
  
• Preferred experience with Kubernetes and container management frameworks such as Docker or Apptainer (formerly Singularity),

Qualifications :

• BSc or higher degree in Electrical Engineering, Computer Science, Mathematics, Sciences; or equivalent 

DDN Core Competencies:

DDN has a very strong orientation towards these four 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.