Technical Support 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. 

The Technical Support Engineer - Level 2 (TSE) will  be responsible for in-depth analysis and resolution of DDN’s systems @ customers sites, handling hardware, SW and Network and being able to communicate directly with customers and strategic partners while interfacing with DDN’s engineering teams and Level 1 Support team.  This position requires considerable knowledge of storage systems, Linux operating systems, networking, troubleshooting technique, and performance tuning.  Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.

Duties and Responsibilities:

• Engage professionally with the “customer”;

• Ability to understand, troubleshoot and provide technical support for DDN’s solutions;

• Channel technical feedback and user stories between the customer and DDN in order to improve the products (hardware and software) ;

• Continuously training and enhancing technical knowledge and learning from technical experts;

• Rigorous reporting and communication, 

• Develop positive and trustworthy relationships;

• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished;
   

Qualifications:

• BS in Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience of 3+ years working with enterprise software and/or hardware support role.
• Technical Expectations: The following are preferred technical requirements: Linux OS, Unix OS, High-Performance Computing, Lustre Parallel Filesystem, Infinband
• Storage Hardware support experience 

Provides Reliable Information: 

• Builds credibility in a resource role by remaining factual and timely in providing information
• Maintains his sources for quick access to time-sensitive information and to stay abreast of new developments
• Proactively educates customers or shares information as part of the service they deserve.

• Demonstrates a complete understanding of all DDN products and services. Seen as a resource by client, above being just a spokesperson for DDN products.

Delivers Added Value to Customers: 

• Stays in touch with market trends, including environmental and competitive forces influencing the market, so that he can be seen as a valuable resource to important constituents internal or external to the organization
• Constantly seeks information that will be useful but is not readily available to colleagues
• Enjoys being sought for advice and instruction
• Spends the time to build a base of knowledge that ultimately helps others to be more effective.

• Knowledgeable about how DDN products interact with other products in the market.

Skills and Experience:

Skills:

• Good verbal and written communication skills.
• Excellent customer interfacing skills.
• Responds to all customer requests in a timely manner, while maintaining accuracy.
• Does not wait for guidance, pro-actively identifies and delivers value to customers.
• End-to-end system engineering analysis skills is a plus.
• Must have in-depth technical knowledge and problem analysis skills.

Experience:

• Minimum Requirements:  Must have 3+ years’ experience in a similar technical role. 
• Experience supporting post-sales efforts is essential to success in this position.  
• Must also have RAID storage system support, development and/or test experience.

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.