Technical Support Engineer-L3 Engineering, Hybrid

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. 

DataDirect Networks Inc. (DDN) engineering organization is seeking a highly focused, self-motivated, innovative, and goal-oriented engineer to fill the role of “Technical Support Engineer” for its “Continuation Engineering and Level 3 Engineering Support” team. The prospective candidate must have good analytical and debugging skills in Linux/ Virtualization environments to help the technical support team to resolve technically challenging customer issues. The primary role involves system level troubleshooting, debugging & root cause analysis of DDN Storage Solutions as well as triage customer issues escalated by Technical Support teams & Professional Services team. This is a role which will morph into a multifaceted role that require collaboration with other team members, developers, technical support personnel as well as with other product teams who are spread around the globe.

This is Hybrid position based in Chatsworth, CA. office or Colorado Springs, CO.

Responsibilities include but are not limited to:

• Triage, diagnose, and troubleshoot problems with DDN’s storage systems in customer production environments.
• Take ownership of customer cases, validate technical aspects, and drive it to resolution with root cause and necessary modifications to the product.
• Provide engineering support to Professional Services, Technical Support and directly to customers.
• Provide hands on assistance with field escalations.
• Strategically analyze field issues and generate product features to improve product quality and useability.
• Review the product documents and provide necessary feedback for both internal and external customer needs
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Provide on-call assistance (outside of regular working hours) as needed during critical customer issues.
• Collaborate with peers located around the globe.

Minimum Requirements:

• More than 2 years of hands on experience in software development and product support.
• Strong understanding of operating system architecture & principles including good understanding of Linux device drivers.
• Excellent analytical and methodical problem-solving skills especially with complex HW/SW interaction problems on a typical high end embedded platform.
• Strong communication skills (both written and verbal).

Essential/Desirable Technical Requirements:

• Experience in working directly with customers and other technical team members regarding technical issues with critical customer impact.
• Ability to manage complex customer issues, take ownership & drive them until final resolution.
• Demonstrated experience in handling technical issues with customer's installation
• Prior experience in interfacing with customers in helping them troubleshoot product problems during install and production.
• Software development with strong C programming.
• Good understanding of Linux internals, kernel level coding & debugging, be conversant with GDB
• Knowledge of storage products, cloud storage, cloud computing, data center operations.
• Knowledge of large-scale file systems like GPFS, Lustre or other parallel file systems.
• Understand the complexities & challenges in the high-speed parallel data transmission including but not limited to SAS, Fibre Channel & InfiniBand topologies.
• Proven collaborative skills and a solid team player.
• Thrives and enjoys working in a high-paced, high demanding, fast-changing work environment.
• Experience and flexibility in working with teams across countries and different time zones.

Education:

• A Bachelor's engineering degree in Computer/Electrical/Electronics/Instrumentation Engineering or equivalent. Candidates with a master’s degree in the above field with less experience will also be considered.

Target Salary: $95,000/YR

Join our dynamic and driven team, where engineering excellence is at the heart of everything we do. We seek individuals who love to challenge themselves and are fueled by curiosity. Here, you'll have the opportunity to work across various areas of the company, thanks to our flat organizational structure that encourages hands-on involvement and direct contributions to our mission. Leadership is earned by those who take initiative and consistently deliver outstanding results, both in their work ethic and deliverables, making strong prioritization skills essential. Additionally, we value strong communication skills in all our engineers and researchers, as they are crucial for the success of our teams and the company as a whole.

Interview Process: After submitting your application, one of our recruiters will review your resume. If your application passes this stage, you will be invited to a 30-minute interview during which a member of our team will ask some basic questions. If you clear the interview, you will enter the main process, which can consist of up to four interviews in total:

• Coding assessment: Often in a language of your choice.
• Systems design: Translate high-level requirements into a scalable, fault-tolerant service (depending on role).
• Real-time problem-solving: Demonstrate practical skills in a live problem-solving session.
• Meet and greet with the wider team.
• Our goal is to finish the main process in 2-3 weeks at most.

DataDirect Networks (DDN) 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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