L2 Technical Support Engineer

Data Direct Networks - Remote, OR

Full-time - Mid Level

Remote - Remote, OR

Computer and Electronic Product Manufacturing

About the position

The Advanced Technical Support Engineer will be part of the Advanced Support Team (AST) at DataDirect Networks (DDN), focusing on providing Level 2 filesystem support for DDN's EXAScaler solutions based on the Lustre Parallel Filesystem. This role involves troubleshooting and repairing DDN storage solutions, managing customer escalations, and ensuring customer satisfaction through effective communication and technical expertise. The position requires flexibility in working hours, including weekends, and involves some travel for on-site customer support.

Responsibilities

• Resolve Lustre file system issues on large, scalable customer systems and ensure customer satisfaction.
• Create test plans and procedures for customer upgrades and troubleshooting.
• Work with engineering for enhancing product quality using customer feedback and use cases.
• Review product documentation for internal and external customer needs.
• Work with the DDN Education team to provide training where needed.
• Assist in development/maintenance of internal tools.
• Demonstrate a thorough technical understanding of clients' needs.
• Clearly communicate complex technical topics to customers with varied knowledge levels.
• Develop positive and trustworthy relationships with customers.
• Manage competing priorities and ensure all objectives are accomplished.

Requirements

• 5+ years' experience in a similar technical role.
• Experience supporting post-sales efforts is essential.
• Proven in-depth technical knowledge and problem analysis skills.
• Excellent customer interfacing skills.
• Solutions-oriented with analytical thinking and problem-solving aptitude.
• Proven skills as a solid team player.
• Good verbal and written communication skills in English.

Nice-to-haves

• Experience with other parallel filesystems such as SpectrumScale or StorNext.
• Experience reading, writing, and debugging shell and Python or Perl scripts.
• Networking experience (InfiniBand is a definite plus).
• Experience working with NAS protocols: NFS, CIFS, SMB, S3, FTP, sftp.
• Experience working with authentication protocols (Active Directory, LDAP).

Benefits

• Remote working opportunity
• Flexible working hours
• On-call team rotation approximately every 20 weeks