Senior Support Engineer

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

📋 Description

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

• Assist strategic customer accounts within DDN’s global follow-the-sun support framework.

• Facilitate case transitions with engineering and support teams across APAC, EMEA, and the Americas.

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

• Diagnose and resolve Lustre parallel file system and large-scale storage challenges.

• Collaborate with customer administrators and infrastructure teams to identify and rectify system problems.

• Partner with engineering on product quality, root cause analysis, and customer feedback.

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

• Enhance internal troubleshooting tools and support processes.

• Review and contribute to technical documentation.

• Articulate complex technical concepts to customers with varying levels of technical knowledge.

• Establish trusted relationships with key customer stakeholders.

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

• Manage multiple priorities while ensuring customer satisfaction.

• Engage in rotating on-call support for APAC customer environments.

⛳️ 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 complex enterprise infrastructure platforms in post-sales settings.

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

• Exceptional customer communication and stakeholder management abilities.

• Capability to work effectively both independently and as part of a distributed global technical team.

• In-depth technical knowledge of high-performance storage systems, Linux-based environments, networking fundamentals, and advanced troubleshooting techniques.

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

• Strong proficiency in Linux operating systems and system administration.

• Familiarity with storage platforms, Linux operating systems, networking fundamentals, and parallel file systems.

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

• Understanding of Ethernet, TCP/IP, routing, and network troubleshooting.

• Ability to work flexible hours to support APAC time zones and global customer operations.

• Willingness to participate in a rotating on-call support schedule.

• Readiness to travel occasionally within the APAC region.

• Experience with Spectrum Scale or StorNext is preferred.

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

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

• Knowledge of NFS, CIFS/SMB, S3, FTP, and SFTP is preferred.

• Experience with Active Directory or LDAP is preferred.

🏝️ Benefits

• Remote work arrangement.

• Opportunity to engage with global customers and distributed technical teams.

• Collaboration with engineering and education teams.

• Contribution to product enhancements and customer training.

• Mentorship and knowledge-sharing opportunities.

• Global follow-the-sun support model.