Senior Designated Support Engineer

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

📋 Description

• Deliver expert technical support for DDN storage solutions and related technologies across customer environments in the APAC region.

• Assist multiple strategic customer accounts as part of DDN’s global follow-the-sun support model.

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

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

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

• Work alongside customer administrators and infrastructure teams to identify and address system challenges.

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

• Develop and execute test plans for upgrades, maintenance, and troubleshooting tasks.

• Enhance internal troubleshooting tools and support methodologies.

• Review and contribute to the creation of technical documentation.

• Convey complex technical ideas clearly to customers.

• Establish and nurture relationships with key customer stakeholders.

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

• Manage multiple priorities while ensuring customer satisfaction.

• Participate in a rotating on-call schedule for the APAC region.

• 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 supporting intricate enterprise infrastructure platforms in post-sales contexts.

• Demonstrated expertise in diagnosing and resolving complex system and infrastructure challenges.

• Excellent communication skills with customers and strong stakeholder management abilities.

• Capability to work independently as well as collaboratively within a distributed global technical team.

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

• Proficient in Linux operating systems and system administration.

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

• Strong understanding of RAID, erasure coding, distributed storage architectures, and large-scale storage solutions.

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

• Experience with Spectrum Scale or StorNext is preferred.

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

• Familiarity with InfiniBand and high-speed Ethernet networking environments is preferred.

• Knowledge of NAS protocols such as NFS, CIFS/SMB, S3, FTP, and SFTP is preferred.

• Experience with authentication systems like Active Directory or LDAP is preferred.

• Experience in troubleshooting complex InfiniBand and Ethernet networking environments is preferred.

🏝️ Benefits

• Option for remote work.

• Occasional travel within the APAC region for customer interactions or on-site troubleshooting.