About the position
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 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. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.
Responsibilities
- Triage, diagnose, and troubleshoot problems with DDN's storage systems in customer production environments.
- Take ownership of customer cases, validate technical aspects, and drive them to resolution with root cause.
- Serve as a primary escalation point for high-severity support cases, working closely with customers and internal teams to drive rapid issue resolution.
- Directly contribute to the development of AI-powered debugging, log analysis, and system pattern recognition tools.
- Be the SME and provide engineering support to DDN's Global Support & Services organization and to DDN's customers.
- Collaborate, coordinate feature development & timely release of software patches targeting customer reported field issues.
- Review the product documents and provide necessary feedback for both internal and external customer needs.
- Conduct product & features training session to Technical Support & Professional Service groups.
- Translate technical issues into executive-ready summaries and business impact statements.
- Provide on-call assistance (outside of regular working hours) as needed during critical customer issues.
Requirements
- 10+ years of hands-on experience in software development & enterprise grade product support.
- Advanced debugging skills at kernel/system/protocol/app (e.g., GDB, strace, tcpdump & perf).
- Exceptional analytical and methodical problem-solving skills particularly in diagnosing complex hardware-software interaction issues.
- Strong communication skills—written, verbal, and reporting—with the ability to convey technical concepts clearly.
- Deep understanding of high-speed parallel data transmission technologies including SAS, SCSI, NVME Fabric, IP over InfiniBand, Fibre Channel & InfiniBand topologies.
- Strong knowledge of storage products, cloud storage architectures, cloud computing environments, data center operations.
Nice-to-haves
- Proven experience in interfacing with customers to help them troubleshoot product problems during install and production.
- Strong understanding of data storage concepts including RAID/Erasure Coding & block storage.
- Hands-on experience with large-scale file systems like GPFS, Lustre or other parallel file systems.
- Familiarity with AI driven tools diagnostics tools including log pattern analysis, LLM-based summarization, automated RCA solutions.
Benefits
- Competitive salary range of $136,000 - $177,000.
- Opportunity to work in a dynamic and driven team.
- Flat organizational structure that encourages hands-on involvement.
- Participation in an on-call rotation to provide after-hours support.
