Sr Sustenance Engineer

The EXAScaler team is seeking a Support engineer with rich experience in Storage, Linux, networking, and parallel filesystem products preferably Lustre. The Support engineer is passionate about problem-solving, possesses excellent analytical and debugging skills, and has seasoned experience working directly with customers. As the product expert, you will be responsible to resolve problems quickly with your extensive experience with EXAScaler and your access to other product experts. Responsibilities include handling escalated customer requests, troubleshooting, root cause analysis, and collaborating with development engineers to implement solutions.

Responsibilities

· Provide expert-level support for EXAScaler and Lustre, and other DDN product suite.

· Triage, diagnose, and troubleshoot problems with the EXAScaler appliance and Lustre file system in production customer environments.

· Provide technical support to Professional Services, Customer Support, and directly to customers.

· Provide hands on assistance with field escalations.

· Employ internal lab equipment to reproduce customer issues, identify root cause, and solutions and workarounds.

· Involve product engineers when deep technical expertise is needed within a specific area of the product.

· Develop processes and tools to accelerate problem analysis.

· Track and coordinate bug fixes and communicate status back to Support, Professional Services, and customers.

· Analyze data from Sales Force (SFDC) and Jira CRMs to realize trends in product defects and escalations.

Requirements

· Eight or more years industry experience in supporting & maintaining Linux-based file systems in production systems.

· Extensive understanding of parallel file system principles (preferably Lustre) as well as operating system architecture & principles.

· Thrives and enjoys working in a fast-paced, fast-changing environment.

· Strong written and verbal English communication skills.

· Strong debugger of complex systems.

· Excellent analytical and problem-solving skills.

· Experience in modern Linux environments including general administration and support & Linux kernel building, and networking.

· Knowledge of AI and HPC workloads, cloud storage, cloud computing, data center operations are desirable.

· Experience with C, Rust, bash, and Python is highly desirable.

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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