Technical Support Engineer - Level 1

Overview:

DDN Storage is seeking great candidates to join our dynamic team of passionate customer-enabling technologists!

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DDN Storage is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - ~ Marc Hamilton VP, Solutions Architecture & Engineering | NVIDIA

DDN Storage is the global leader in AI and multi-cloud data management at scale. Our cutting-edge storage and data management solutions are designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN Storage empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.

The Senior Technical Support Engineer - Level 1 (TSE) will primarily be responsible for Supporting DDN Systems / Solutions World-Wide. This position can be either remote, office-based, or hyrbid.  The TSE will need to have a good knowledge of IT (Information Technology) to be able to partner strongly with Customers to help resolve technical problems.  Strong communication skills (both written and verbal) and customer focus are required.  

Responsibilities for this role include but are not limited to:

• First level of support for customers to solve technical issues on storage hardware and software products.
• Manage all open tickets and ensure customers get regular updates regarding case status.
• Support work is done via e-mail, remote access, phone.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Write, proofread, and submit knowledgebase articles.
• Able to assist customers via remote screen share platforms like WebEx, Zoom, and Teams.
• Eager to learn / improve technical skills to solve customer problems faster.

Qualifications for this role are:

• Preferred 3-5 years' experience providing technical support to end user customers for storage and/or enterprise level infrastructure products.
• Experience with parallel file systems such as lustre and GPFS
• Strong focus on customer service.
• The L1 Support Engineer will work with enterprise storage products supporting InfiniBand and ethernet network topologies along with servers running Linux OS and parallel filesystems.  Any relevant experience in one of these fields is beneficial
• Self-Starter, pro-actively identifies and delivers value to customers.
• Troubleshooting skills.

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.