Technical Support Engineer L1 Full Time

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 Description

The Technical Support Engineer – Level 1 (TSE) will primarily be responsible for telephone based post-sales activity, supporting all installation efforts worldwide. This position will be primarily remote. The TSE will need to be able to partner strongly with Field Technical team to help resolve all technical problems. A TSE must have considerable knowledge of storage, operating system, networking, enterprise servers, tracking tool, email, and internet technology. Must have strong communication skills, including: ability to connect with customers via phone, face to face, and in written correspondences.

Duties And Responsibilities

• Provide post-implementation, support desk and front/back line support for customers to solve technical issues on storage hardware and software products.
• Provide daily remote monitoring for storage environment.
• Write, proof read and submit knowledge-based articles on cases closed .
• Manage all open tickets and ensure customers get daily updates regarding case status.
• Manage all open cases to the fastest resolution.
• Responsible to liaise with customer facing and internally focused teams for problem resolution.
• Support work is done via e-mail, remote access & phone.
• Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services.
• Develop innovative, customized solutions to meet customers’ business needs.
• Clearly communicate complex technical topics to the varied knowledge levels of external customers.
• Develop positive and trustworthy relationships with customers.
• Manage customer relationship post-sale to ensure the highest caliber customer satisfaction.
• Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
• Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains his sources for quick access to time-sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve.
• Constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective.

Qualifications

• BS in technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent industry experience.
• Does not wait for guidance, pro-actively identifies and delivers value to customers.
• Must have in-depth technical knowledge and problem analysis skills.
• Excellent troubleshooting skills.

Skills

Skills and Experience:

• Able to work a 1st, 2nd or 3rd work shift with occasional overtime work
• This role requires availability to support Central and East Coast business hours, typically between 8:00 AM and 5:00 PM ET. While the position is not limited to candidates located in Central and East Coast, the ability to reliably work within this timeframe is strongly preferred
• Exceptional customer service skills.

Experience

• Preferred to have 4+ years’ experience providing technical support to end user customers for storage and or enterprise level infrastructure products.
• Experience supporting hardware and or SW products.
• Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking.
• Technical Expectations: The following are preferred technical requirements: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Pearl, Shell Scripting, Solaris, C Plus+ and Visio.

DDN

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.