Sr. Technical Support Engineer (L3 Engineering) - Hybrid

Data Direct Networks - Colorado Springs, CO

Full-time - Mid Level

Colorado Springs, CO

Computer and Electronic Product Manufacturing

About the position

DataDirect Networks Inc. (DDN) engineering organization is seeking a highly focused, self-motivated, innovative, and goal-oriented engineer to fill the role of "Sr. Software 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. This is a multifaceted role that requires collaboration with other team members, developers, technical support personnel as well as with other product teams who are spread around the globe. This is a hybrid position based in Columbia, MD office. 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 usability. Understand customer requirements and work towards enhancing the product quality and customer experience by improving reliability, serviceability & usability. Collaborate, coordinate feature development & timely release of software patches targeting customer reported field issues. Review the product documents and provide necessary feedback for both internal and external customer needs. Conduct product & features training sessions to Technical Support & Professional Service groups. Clearly communicate complex technical topics to the varied knowledge levels of customers. 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.

Responsibilities

• 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 usability.
• Understand customer requirements and work towards enhancing the product quality and customer experience by improving reliability, serviceability & usability.
• Collaborate, coordinate feature development & timely release of software patches targeting customer reported field issues.
• Review the product documents and provide necessary feedback for both internal and external customer needs.
• Conduct product & features training sessions to Technical Support & Professional Service groups.
• Clearly communicate complex technical topics to the varied knowledge levels of customers.
• 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.

Requirements

• More than 5 years of hands-on experience in software development and product support.
• Strong analytical and debugging skills in Linux/Virtualization environments.
• Experience in system level troubleshooting and root cause analysis of storage solutions.
• Ability to take ownership of customer cases and drive them to resolution.
• Experience in providing engineering support to technical support teams and customers.
• Strong communication skills to convey complex technical topics to varied audiences.
• Ability to multi-task and manage competing priorities effectively.

Nice-to-haves

• Experience with AI and high-performance data storage solutions.
• Familiarity with DDN Storage Solutions and their architecture.
• Experience in conducting training sessions for technical support teams.

Benefits

• Hybrid work environment with flexibility in work location.
• Opportunity to work with cutting-edge technology in AI and data storage.
• Collaborative and innovative team culture.