Professional Services Engineer

Overview:

We are currently seeking a Professional Services Engineer / Storage Field Engineer.

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. DataDirect Networks (DDN) 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 is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is 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 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. 

Job Summary:

This field role requires you to be responsible for implementing Storage Solution on site for your Customers and one site / remote support to customers in the Region. You will be partnering with the Global Technical Support team and the Region Subject Matter Experts to help resolve technical problems.

Job Responsibilities:

• Install, optimize DDN’s High-Performance Storage “EXAScaler” solutions (powered by Lustre File System) for Prospects and Customers in the region.
• Train Partner and End-User on the EXAScaler Solution that has been deployed.
• Benchmark the said EXAScaler Storage Solution with industry-standard HPC I/O tools such as FIO, IOR, IOZONE, MDT and across the Cluster of HPC / Ai CPU-GPU Compute Nodes.
• Troubleshoot, when necessary, I/O errors at the file level and at the block level.
• The applicant will be interacting with several DDN Departments like Presales, Global Education, L1/L2 Support and Storage / Parallel File System Subject Matter Experts based in the Field.
• The applicant will also engage End-User and when necessary, Partners and Industry Representatives (such as Servers Manufacturers, GPU Vendors, etc.).
• Applicants will receive technical training from DDN Storage experts.
• Provide post-implementation support for customers to solve technical issues on storage hardware and software products.
• Develop innovative, customized solutions to meet customers’ business needs.
• Clearly communicate complex technical topics to the varied knowledge levels of external customers.
• Manage customer relationship post-sale to ensure the highest caliber customer satisfaction.
• Develop positive and trustworthy relationships with customers.
• Collaborate with sales and engineering teams for problem resolution.
• Share best practices with Technical Support Center staff and learn about new technologies and storage applications.
• Create new knowledge base articles to share information with Subject Matter Experts from other Regions and also with the Global Technical Support Center.
• Review open tickets for the customers in the Region for the fastest resolution and ensure customers get regular updates regarding case status.
• Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services.
• Escalate cases to other more senior Technical Support Engineers when problem is too complex or falls out of area of expertise.

Qualifications for this role are:

• BS degree in a technical discipline such as EE, CS, mathematics, Sciences or equivalent industry experience.
• Superior communication skills, including: ability to connect with customers via phone, face to face, and in written correspondences.
• Exceptional customer service skills.
• Gain knowledge and expertise through hands-on experience, self-study, and through a variety of training and learning environments.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Good understanding of the technical fundamentals of the system infrastructure including open system platforms (especially Linux) and networking.
• Excellent troubleshooting skills.
• Very good command of Linux OS (RHEL Certification is required).
• Experience with any of the following is much appreciated: Python, Pearl, Shell.
• Experience with Storage Devices, block and/or File.
• Knowledge of programming languages like Rust or C will be appreciated as well.
• Experience with Lustre or another Parallel File System is highly appreciated.
• Good Command of: Windows OS, SCSI, NFS, SMB, S3, Visio, Omnigraffle.

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.