Senior Support Engineer

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

📋 Description

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

• Support key customer accounts under 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 primary technical escalation point for intricate issues and urgent incidents.

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

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

• Work alongside engineering teams on product quality, root cause investigations, and customer input.

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

• Enhance internal troubleshooting tools and support methodologies.

• Review and contribute to the development of technical documentation.

• Articulate complex technical ideas to customers with diverse levels of technical knowledge.

• Establish trustworthy relationships with key customer stakeholders.

• Guide junior support engineers and promote global knowledge sharing.

• Juggle 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.

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

• Proven track record of supporting intricate enterprise infrastructure platforms in post-sales settings.

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

• Exceptional communication skills and stakeholder management abilities.

• Capability to work efficiently both independently and as part of a globally distributed technical team.

• In-depth technical knowledge of high-performance storage systems, Linux environments, networking basics, and advanced troubleshooting methods.

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

• Strong proficiency in Linux operating systems and system administration.

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

• Familiarity with RAID, erasure coding, distributed storage architectures, and large-scale storage systems.

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

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

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

• Willingness to travel occasionally within APAC.

• Experience with Spectrum Scale or StorNext is preferred.

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

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

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

• Experience with Active Directory or LDAP is preferred.

🏝️ Benefits

• Flexible remote work arrangement.

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

• Cooperation with engineering and education teams.

• Contribution to product enhancements and customer training initiatives.

• Opportunities for mentorship and knowledge sharing.

• Participation in a global follow-the-sun support model.