- Triage, diagnose, and troubleshoot problems with DDNs storage systems in customer production environments.
- Take ownership of customer cases, validate technical aspects, and drive it to resolution with root cause and necessary modifications to the product.
- Provide engineering support to Professional Services, Technical Support and directly to customers.
- Provide hands on assistance with field escalations.
- Create, modify, automate & execute specific test cases based on the customer escalations.
- Develop, automate & execute system and software test cases based on the QA process for the periodic maintenance of the releases to ensure delivery of quality code.
- Review the product test plan and help in identifying test gaps and fix them.
- Understand customer requirements and work towards enhancing the product quality and customer experience by improving reliability, serviceability & usability.
- Work with product development for enhancing product quality using customer feedback and use cases.
- Review the product documents and provide necessary feedback for both internal and external customer needs
- Clearly communicate complex technical topics to the varied knowledge levels of customers.
- Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
- Provide on-call assistance as needed.
- Two to five years of industry experience in similar role.
- Deep & a strong understanding of operating system architecture & principles, as well as storage/server HW architecture.
- Excellent analytical and methodical problem-solving skills especially with complex HW/SW interaction problems on a typical high end embedded platform.
- Thrives and enjoys working in a high-paced, high demanding, fast-changing work environment.
- Strong communication skills (both written and verbal).
- Essential to be able to work on Linux based systems and tools.
- Good scripting skills with hands-on experience with Python.
- Strong knowledge of computer networking.
- Experience in software testing (manual as well as automation) and product support.
- Collaborate with peers located around the globe.
- Experience in working directly with customers and other technical team members regarding technical issues with critical customer impact.
- Ability to manage complex customer issues, take ownership & drive them until final resolution.
- Experience in software development using C.
- Prior experience in interfacing with customers in helping them troubleshoot product problems during install and production.
- Knowledge of storage products, cloud storage, cloud computing, data center operations.
- Knowledge of Infiniband and Fibre channel technologies.
- Knowledge of large-scale file systems like GPFS, Lustre or other parallel file systems.
- Proven collaborative skills and a solid team player.
- Knowledge and experience with Perl & Shell.
- System and software test methodologies, QA processes and software release management.
- Demonstrable understanding of data storage concepts: RAID/Erasure Coding, block storage, parallel file systems, etc.
- A Bachelor's degree or higher in Computer/Electronics/Instrumentation Engineering or equivalent.
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Technical Support Engineer L3 - Columbia, United States - DataDirect Networks Inc
Description
Overview:
DataDirect Networks ) is a leading global provider of data storage and data management solutions at scale. We accelerate AI and High Performance Computing workflows and applications in data centers, private and public clouds, and at the edge. Thanks to our technology, over 11,000 customers realize significant efficiencies in their GPU and CPU compute farms, substantially reducing their data center power consumption and footprint. Utilizing highly optimized flash technology and AI-enabled software, our products power some of the largest and most demanding customers in the world in fields such as autonomous driving, AI chatbots, healthcare, financial services, manufacturing, energy, government, public sector, and research institutions, as well as generative AI and data analytics applications.
Job Description:DataDirect Networks Inc. (DDN) engineering organization is seeking a highly focused, self-motivated, innovative, and goal-oriented engineer to fill the role of The Most Needed Engineer for its Continuation Engineering and Level 3 Engineering Support team. The prospective candidate must have good analytical and debugging skills in Linux/ Virtualization environments to help the technical support team to resolve technically challenging customer issues. The primary role involves system level troubleshooting, debugging & root cause analysis of DDN Storage Solutions as well as triage customer issues escalated by Technical Support teams & Professional Services. This is a multifaceted role that require collaboration with other team members, developers, technical support personnel as well as with other product teams who are spread around the globe.
This is an onsite position based in Columbia, MD office.
Responsibilities include but are not limited to:
Minimum Requirements:
Essential/Desirable Technical Requirements:
Preferred Technical Requirements:
Education:
Targeted Salary: $100,000./YR
DDN Core Characteristics:DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
