DDN's A3I solutions are transforming the landscape of AI infrastructure. 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. This role is to provide engineering support for DDN's industry-leading AI and high-performance storage solutions, ensuring customer success and satisfaction.
Requirements
- Deep technical expertise in storage systems, file systems, and data management technologies, with hands-on experience troubleshooting and optimizing complex storage environments.
- 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.
- Complete SFA Storage systems & solutions training, labs, and architecture deep dives.
- Stand up a fully functioning SFA Storage system with an active filesystem.
- Collaborate with peers in actively analyzing field escalations including delivering a full RCA to DDN’s Global support team.
- Troubleshoot software and hardware configuration issues within DDN’s SFA storage systems, ensuring timely and effective resolution.
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.
Other
- Two to five years of experience in software or systems engineering roles, with a proven track record of success in storage, high-performance computing, or enterprise IT industry.
- 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.
- This position requires participation in an on-call rotation to provide after-hours support as needed.
