Technical Support Engineer; L1

Overview

Technical Support Engineer (L1)

Job Location s:
Other

Job :

Name Linked:
Remote:
International

Country:
Other

Worker Type:
Regular Full-Time Employee

DDN Storage is seeking great candidates to join our dynamic team of passionate customer-enabling technologists!

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. DDN Storage 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

DDN Storage is the global leader in AI and multi-cloud data management  cutting-edge storage and data management solutions are 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 Storage 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.

• 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; 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; spends the time to build a base of knowledge that ultimately helps others to be more effective.

• 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.

• Able to work a 1st, 2nd or 3rd work shift with occasional overtime work. Able to work either a Tuesday thru Saturday shift or a Sunday thru Thursday APAC or EMEA shift with occasional overtime work.
• Exceptional customer service skills.
• 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 software products.
• Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking.
• Technical Expectations:
  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 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…