Customer Solutions Architect

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.

We are seeking a dedicated Customer Solutions Architect to work closely with our large-scale, high-priority customers.  Leveraging experiences and skills with both HPC and Lustre, this technical role encompasses everything from initial installation to achieving system stability, tackling a broad range of issues that extend beyond storage solutions.

This seasoned engineer will be the frontline for key customers handling critical escalations, diving into problems, and steering them to resolution. Your mission is to smooth out the customer's journey, maintain stellar communication with technical leads on the customer's side, and preempt any delays or misunderstandings that could hinder issue resolution.

Duties and Responsibilities:

• Serve as the technical point of contact for DDN's high-priority customers, ensuring swift installation and system stabilization.
• Proactively work on a variety of system issues, not limited to storage, to prevent and resolve escalations.
• Directly engage with customer technical leads to foster excellent communication, avoiding any potential setbacks.
• Utilize DDN's comprehensive toolset for diagnosing and resolving issues across networking, applications, computing, and storage.
• Conduct thorough analyses using networking diagnostics, log evaluations, and DDN's SIA (Storage Intelligent Analytics).
• Efficiently identify, document, and escalate bugs to the relevant engineering teams within DDN.
• Collaborate with engineering and product management to secure appropriate prioritization of issues.
• Provide technical leadership for strong customer relationships.
• Develop and maintain best practice documentation and tools.
• Organize knowledge resources to empower the wider DDN support team, enhancing their capabilities to resolve issues swiftly.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field.

Skills and Experience:

• Proven experience in a technical support role, preferably with large-scale enterprise customers.
• Proven experience with Lustre and storage systems, networking, computing, and application frameworks.
• General DEVOPs development skills with the ability to write tools, generate automated reports, make sure tooling gets connected for the customers, e.g. take a logfile and figure out how to get this incorporated into the customer environment.
• Proficient with diagnostic tools, log analysis, and issue tracking systems.
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication and customer engagement skills.
• Experience working collaboratively across team and at different levels within the organization and with our customers.
• Ability to document complex technical issues clearly and concisely.
• Preferable experience with DDN storage solutions and SIA. (Storage Intelligent Analytics).
• Prior role in customer-facing technical or escalations management.
• Familiarity with software development, bug tracking, and the software release cycle.

Our team is highly motivated and focused on engineering excellence.

We look for individuals who appreciate challenging themselves and thrive on curiosity.

Engineers are encouraged to work across multiple areas of the company.

We operate with a flat organizational structure.

All employees are expected to be hands-on and to contribute directly to the company’s mission.

Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important.

All engineers and researchers are expected to have strong communication skills.

They should be able to concisely and accurately share knowledge with their teammates.

Interview Process:

After submitting your application, the team reviews your CV and statement of exceptional work. If your application passes this stage, you will be invited to a 30-minute interview (“phone interview”) during which a member of our team will ask some basic questions. If you clear the initial phone interview, you will enter the main process, which consists of four technical interviews:

• Coding assessment in a language of your choice.
• Systems design: Translate high-level requirements into a scalable, fault-tolerant service.
• Systems hands-on: Demonstrate practical skills in a live problem-solving session.
• Project deep-dive: Present your past exceptional work to a small audience.
• Meet and greet with the wider team.
• Our goal is to finish the main process within one week.
• We don’t rely on recruiters for assessments.
• Every application is reviewed by a member of our technical team.

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.