Technical Support Engineer L2

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

Job Title: L2 Support Engineer - Tintri Team

Job Summary

Tintri builds storage. Those three words may not light your hair on fire … but it’s lighting up our customers’ lives. They are all excited about the agility of public cloud—AWS, Azure, etc.—and Tintri puts all that agility right inside their data centers. That’s no small feat. To deliver on that promise, we had to build an all-flash architecture that is completely distinct from legacy solutions—using a building block approach akin to public cloud. And it’s just one signal that at Tintri, employees get to work on projects that are well … unconventional, challenging and high impact.

In this position the engineer will apply advanced systems level technical expertise to resolve highly complex systems level customer issues. The customer issues which may be received by Support Centers through automated dial-homes, voice initiated technical calls from TINTRI Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. In this position the engineer will be required to use independent judgment to accomplish objectives and work closely with engineering and other technical business units to increase knowledge and resolve customer issues. As part of a 24*7*365 organization shift work, holidays and on-call responsibilities may be required.

Responsibilities

Responsibilities for this role include but are not limited to:

• Always take care of the customer. Customer Satisfaction is job #1.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
• Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions and special support requirements.
• Contributes to a centralized problem identification and resolution database and may provide senior or expert level tasks similar to Engineering for assigned products or skills. Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions.
• Identifies, documents and reports design, reliability and maintenance issues.
• Understands and leverages TINTRI’s technical communication structure and has a sphere of influence which extends well outside of the department
• Effectively leads efforts in facilitating problem recreation and failure analysis of systems level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
• Develop and implement resolutions to identified problems and follow standard practices and procedures.
• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
• Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
• Challenges existing processes based on industry best practices, enhances these for the benefit of all.
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other TINTRI Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
• Validates technical information and issues early warnings and disseminates information as needed.
  
  

Skills And Qualifications Required For This Role Include

• 5-year proven experience in technical support or system administration with a strong focus on VMware, Hyper-V, networking, Linux, and storage technologies.
• Microsoft Hyper-V, MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience
• Proficiency in troubleshooting complex technical issues and providing effective solutions.
• Strong knowledge of virtualization technologies, networking protocols (TCP/IP, VLAN, DNS, DHCP), Linux operating systems, and storage concepts (SAN/NAS)
• Experience on performance related issues and network optimization.
• Good understanding of cloud computing and cloud-based services .
• Excellent communication and interpersonal skills to interact with customers, partners, and cross-functional teams effectively.
• Ability to work independently and collaboratively in a fast-paced support environment
• Ability to work in a 24X7X365 organization, including weekends and holidays
• Fluency in English is required
• Bachelor’s degree in Computer Science, Information Technology, or a related field
  
  

Pluses

• Python & Power Shell Scripting
• Experience with Wireshark and packet level analysis
• SQL database or other database knowledge
• Industry certifications like VMware Certified Professional (VCP), CCNA, AWS, Microsoft Certified Solutions Associate (MCSA), or equivalent
  
  

Shift timings need to be flexible – EMEA/EST based on the need at the time of joining.

However initial training period 2 months will be in APAC hours.

Working days – Sun thru Thursday

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.