Senior Support Engineer

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

📋 Description

• Deliver expert technical assistance for DDN storage solutions and related technologies throughout APAC customer settings.

• Manage several key customer accounts under DDN’s global follow-the-sun support framework.

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

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

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

• Partner with customer administrators and infrastructure teams to identify and fix system problems.

• Work alongside engineering teams to enhance product quality, conduct root cause analyses, and gather field feedback.

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

• Enhance internal troubleshooting tools and support workflows.

• Review and contribute to the creation of technical documentation.

• Clarify complex technical concepts to customers effectively.

• Foster relationships with essential customer stakeholders.

• Guide junior support engineers and participate in global knowledge sharing initiatives.

• Manage multiple priorities while ensuring customer satisfaction.

• Engage in APAC on-call support duties.

• Provide support across APAC time zones and global customer operations.

• Occasionally travel within APAC for customer interactions or on-site troubleshooting.

⛳️ Requirements

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

• Extensive experience in supporting Linux-based storage or high-performance computing environments.

• Proven track record of supporting complex enterprise infrastructure platforms in post-sales scenarios.

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

• Exceptional customer communication and stakeholder management abilities.

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

• In-depth experience with Lustre parallel file systems, including administration, implementation, or support.

• Strong knowledge of Linux operating systems and system administration practices.

• Comprehensive understanding of storage platforms, Linux OS, networking fundamentals, and parallel file systems.

• Profound knowledge of RAID, erasure coding, distributed storage architectures, and large-scale storage systems.

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

• Familiarity with Spectrum Scale or StorNext is preferred.

• Experience in writing or debugging Shell, Python, or Perl scripts is preferred.

• Exposure to 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 Active Directory or LDAP is preferred.

• Proficiency in troubleshooting InfiniBand and Ethernet networks is preferred.

🏝️ Benefits

• Rotating on-call support schedule for APAC customer environments.

• Flexible working hours when necessary to accommodate APAC time zones and global customer operations.

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