L1 Technical Support Engineer (Storage)

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.

Technical Support Engineer L1

Job Title:

As a L1 Technical Support Engineer, you will provide first-level support to customers, support personnel, and field support staff, focused on troubleshooting, repairing and debugging Tintri products. Support incidents can range from hardware and/or software issues with Tintri storage systems and solutions, to interoperability issues. You will be required to utilize and add to the Tintri knowledge base. As a 24X7X365 organization, shift work, holiday coverage and on-call responsibilities will be required.

Description

Responsibilities

• Always take care of the customer. Customer Satisfaction is job #1.
• Leverage internal technical expertise, knowledge base, scripts, log files, and other internal tools, to provide the most effective solutions to customer issues.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center
• Document case history and status to provide background prior to escalating to higher level
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Monitor and track all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
• Validate technical information and issues early warnings and disseminates information as needed.

Skills & Qualifications

• Exceptional command of the English language
• Exceptional writing skills
• Ability to work in a 24X7X365 organization, including weekends and holidays
• 4 + year’s experience in Enterprise level Technical Support
• Basic familiarity with standard Linux commands
• Good understanding of concepts related to SAN and NAS storage, Operating systems (Unix and Windows), CPU/memory architectures and Disk/RAID systems.
• The ability to diagnose complex problems and deliver analyses of root cause across a stack of complex applications, OS, Network switching and storage elements.
• Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V
• Familiarity with VMware, Microsoft products and Citrix
• TCP/IP based networking and troubleshooting skills
• B.S. in Computer Science, Engineering, Math, or equivalent work experience
• Experience in sizing, performance analysis, and troubleshooting of data storage systems, appliance experience is a plus.

Industry

• Information Technology and Services
• Computer Software
• Computer & Network Security

Employment Type

Full-time

Shift timings need to be flexible – EMEA/EST .

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

Working days – Sun thru Thursday