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 across APAC customer settings.

• Provide support for multiple key customer accounts within 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 technical escalation contact for intricate issues and urgent incidents.

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

• Partner with customer administrators and infrastructure teams to identify and rectify system challenges.

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

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

• Enhance internal troubleshooting tools and support methodologies.

• Review and contribute to the development of technical documentation.

• Clarify complex technical concepts to customers effectively.

• Foster relationships with key customer stakeholders.

• Mentor junior support engineers and promote global knowledge sharing.

• Manage multiple priorities while ensuring customer satisfaction.

• Participate in APAC on-call support initiatives.

• Support APAC time zones and global customer operations effectively.

• Travel occasionally within APAC for customer interactions or on-site troubleshooting.

⛳️ Requirements

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

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

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

• Proven track record in diagnosing and resolving intricate system and infrastructure challenges.

• Exceptional communication skills and 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 their administration, implementation, or support.

• Strong proficiency in Linux operating systems and system administration.

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

• Solid knowledge of RAID, erasure coding, distributed storage architectures, and large-scale storage solutions.

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

• Experience with Spectrum Scale or StorNext is preferred.

• Familiarity with writing or debugging Shell, Python, or Perl scripts is preferred.

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

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

• Experience with Active Directory or LDAP is preferred.

• Experience troubleshooting InfiniBand and Ethernet networks is preferred.

🏝️ Benefits

• Participates in a rotating on-call support schedule for APAC customer environments.

• Offers flexible hours as needed to accommodate APAC time zones and global customer operations.

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