Senior Engineer - L3 Support Engineer

Overview

Tintri by DDN is a leading provider of data management solutions tailored for enterprise workloads. As a subsidiary of Data Direct Networks (DDN), Tintri combines DDN's expertise in high-performance storage with Tintri's focus on analytics, automation, and data protection.

Tintri's product portfolio includes the VMstore T7000 Series, an on-premise storage platform purpose-built for virtual machines, containers and databases. In addition, Tintri offers cloud-based solutions such as the Tintri Cloud Platform (TCP) and the Tintri Cloud Engine (TCE), providing managed infrastructure and workload flexibility.

Recognized for superior performance, Tintri's solutions are built for enterprise applications, offering workload-level observability, autonomous operations, and simplified management. With over a decade of research and development, Tintri continues to innovate, addressing the dynamic data workloads of today and tomorrow.

Joining Tintri by DDN means becoming part of a passionate team dedicated to delivering cutting-edge data management solutions that empower organizations to maximize uptime, performance, and efficiency.

The L3 Support Engineer for VMstore products serves as the highest level of technical escalation between Customer Support and Engineering. This role is responsible for diagnosing, resolving, and preventing complex customer issues related to VMstore products, often under high-pressure situations. When possible, the L3 Support Engineer provides solutions independently without engaging development teams, while also advocating for customer needs when engineering involvement is required.

This position requires deep technical expertise in VMstore technologies, enterprise data center architectures, high availability (HA) and Linux-based systems.

Escalation & Issue Resolution

• Act as the primary escalation point from Support to Engineering when customer issues cannot be resolved at lower support levels.
• Perform deep technical analysis to identify root causes and provide timely, effective solutions whenever possible without engaging development teams.
• Collaborate closely with Engineering when product defects or architectural changes are required, ensuring clear and actionable problem statements.

Product & Technology Expertise

• Maintain strong hands-on familiarity with VMstore products, architecture, and deployment models, and understand their role within customer data centers.
• Diagnose complex issues involving storage, compute, networking, and virtualization layers.

Enterprise Data Center & Cloud Technologies

• Support and troubleshoot enterprise data center technologies with strict requirements for high availability, reliability, performance, and scalability.
• Demonstrate strong familiarity with virtualization platforms, especially VMware
  , Platform9
  , and Hyper‑V.
• Understand strengths, weaknesses, and trade-offs of different cloud technologies and hybrid deployment models.

Customer Advocacy & Professionalism

• Act as a strong advocate for customer needs within the organization, ensuring customer-impacting issues receive appropriate visibility and prioritization.
• Maintain a high level of professionalism and clear communication in all customer interactions, particularly under high-stress escalation scenarios.
• Provide clear guidance, workarounds, and best practices to customers and internal teams.

Linux & Systems Expertise

• Apply strong Linux system familiarity to troubleshoot and resolve complex product and customer environment issues.
• Leverage experience with Linux-based product development and implementation methodologies, including debugging, instrumentation, and log analysis.
• Demonstrate sensitivity to the balance between open-source and proprietary software in enterprise product environments.

Operational Excellence

• Understand and support the availability, reliability, scalability, performance, and security requirements of a large, diverse customer base.
• Participate in on‑call rotations as agreed with the manager to support critical customer escalations and production incidents.

• Extensive experience supporting Linux-based enterprise products in…