Sr. Technical Support Engineer (L3 Engineering)

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. 

As a Senior Technical Support Engineer - L3 Engineering at DDN Storage, you will play a critical role in ensuring the success and satisfaction of our customers by providing expert-level technical support for our industry-leading AI and high-performance storage solutions. You will serve as a trusted advisor to our customers, working closely with them to resolve complex technical issues, optimize system performance, and ensure the smooth operation of their DDN Storage environments. With a strong focus on customer success and a deep passion for technology, you will be a key member of our global support team, contributing to the delivery of world-class support experiences that set DDN Storage apart in the industry.

Key Responsibilities:

• Provide expert-level technical support to DDN Storage customers, troubleshooting and resolving complex issues related to our storage systems, software, and networking components.
• Serve as a primary escalation point for high-severity support cases, working closely with customers and internal teams to drive rapid issue resolution and minimize impact to customer operations.
• Collaborate with cross-functional teams, including engineering, product management, and professional services, to develop and implement solutions that address customer needs and improve overall system performance and reliability.
• Develop and maintain deep technical expertise in DDN Storage's product portfolio, staying up-to-date with the latest features, enhancements, and best practices, and sharing this knowledge with customers and colleagues.
• Contribute to the development and refinement of support processes, knowledge base articles, and technical documentation, ensuring that our support offerings are efficient, effective, and aligned with customer needs.
• Proactively engage with customers to understand their unique requirements and challenges, and provide guidance and best practices to help them optimize the value of their DDN Storage investments.
• Participate in customer-facing meetings, such as project kickoffs, technical reviews, and escalation calls, to provide expert-level support and ensure customer success.
• Monitor and analyze support metrics and trends, identifying opportunities for process improvements and contributing to the continuous enhancement of our support offerings.

Requirements:

• 5+ years of experience in technical support roles, with a proven track record of success in the storage, high-performance computing, or enterprise IT industry.
• Deep technical expertise in storage systems, file systems, and data management technologies, with hands-on experience troubleshooting and optimizing complex storage environments.
• Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues in high-pressure situations.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
• Customer-centric mindset, with a deep commitment to ensuring customer success and satisfaction.
• Experience working with enterprise-class storage systems, such as SAN, NAS, and object storage, and familiarity with storage protocols like FC, iSCSI, NFS, and SMB.
• Knowledge of scripting and automation tools, such as Python, Bash, and PowerShell, and experience using these tools to automate support processes and troubleshoot issues.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

As a Technical Support Engineer L3 at DDN Storage, you will have the opportunity to work with cutting-edge storage technologies and help some of the world's most innovative organizations unlock the value of their data. You will be part of a global team of passionate and skilled professionals who are committed to delivering exceptional customer experiences and driving the success of our customers. If you are a customer-focused technical expert with a desire to make a real impact in the world of data storage, we encourage you to apply for this exciting opportunity at DDN Storage.

Our team is highly motivated and focused on engineering excellence.

We look for individuals who appreciate challenging themselves and thrive on curiosity.

Engineers are encouraged to work across multiple areas of the company.

We operate with a flat organizational structure.

All employees are expected to be hands-on and to contribute directly to the company’s mission.

Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important.

All engineers and researchers are expected to have strong communication skills.

They should be able to concisely and accurately share knowledge with their teammates.

Interview Process: After submitting your application, the team reviews your CV and statement of exceptional work. If your application passes this stage, you will be invited to a 30-minute interview (“phone interview”) during which a member of our team will ask some basic questions. If you clear the initial phone interview, you will enter the main process, which consists of four technical interviews:

• Coding assessment in a language of your choice.
• Systems design: Translate high-level requirements into a scalable, fault-tolerant service.
• Systems hands-on: Demonstrate practical skills in a live problem-solving session.
• Project deep-dive: Present your past exceptional work to a small audience.
• Meet and greet with the wider team.
• Our goal is to finish the main process within one week.
• We don’t rely on recruiters for assessments.
• Every application is reviewed by a member of our technical team.

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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