Senior Designated Support Engineer

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Deliver advanced technical assistance for DDN storage solutions and related technologies in APAC customer settings.

• Support various strategic customer accounts following DDN’s global follow-the-sun support model.

• Collaborate with engineering and support teams across APAC, EMEA, and the Americas to facilitate case handoffs.

• Act as a senior escalation point for intricate customer challenges and urgent incidents.

• Diagnose and resolve issues related to the Lustre parallel file system and large-scale storage.

• Work alongside customer administrators and infrastructure teams to identify and fix system problems.

• Partner with engineering on product quality, root cause analysis, and insights from the field.

• Create and implement test plans for upgrades, maintenance, and troubleshooting efforts.

• Enhance internal troubleshooting tools and support processes.

• Review and contribute to the development of technical documentation.

• Convey complex technical information to customers effectively.

• Establish relationships with key customer stakeholders.

• Mentor junior support engineers and disseminate knowledge on a global scale.

• Manage multiple priorities while ensuring customer satisfaction.

• Take part in a rotating on-call schedule for APAC.

• Work flexible hours to accommodate APAC time zones and global customer operations.

⛳️ Requirements

• Over 7 years of experience in technical support, systems engineering, or infrastructure engineering roles.

• Strong background in supporting Linux-based storage or high-performance computing environments.

• Experience in managing complex enterprise infrastructure platforms in post-sales contexts.

• Proven skills in diagnosing and resolving intricate system and infrastructure challenges.

• Exceptional communication and stakeholder management abilities.

• Capacity to work autonomously and as part of a distributed global technical team.

• Extensive experience with Lustre parallel file systems, including administration, implementation, or support.

• Strong proficiency in Linux operating systems and system administration.

• In-depth knowledge of storage platforms, Linux operating systems, networking fundamentals, and parallel file systems.

• Comprehensive understanding of RAID, erasure coding, distributed storage architectures, and large-scale storage systems.

• Solid grasp of Ethernet, TCP/IP, routing, and network troubleshooting techniques.

• Preferred experience with Spectrum Scale or StorNext.

• Preferred experience in writing or debugging Shell, Python, or Perl scripts.

• Preferred experience with InfiniBand and high-speed Ethernet networking environments.

• Familiarity with NAS protocols including NFS, CIFS/SMB, S3, FTP, and SFTP is preferred.

• Preferred experience with authentication systems such as Active Directory or LDAP.

• Preferred experience in troubleshooting complex InfiniBand and Ethernet networking environments.

🏝️ Benefits

• Remote work arrangement.

• Occasional travel within APAC for customer engagements or on-site troubleshooting.