Technical Support Engineer, L2

We are on our way to being the first company to power 1 MILLION GPUs and want world-class talent to join our amazing team!

The world is moving faster than ever, and yet, it will never move this slowly again. We are at the forefront of an incredible technological revolution but, at its core, it is fueled by incredible people. People like you.

1,000
Global Employees

11k
Happy Customers

16
International Offices

We are the world’s leading data intelligence platform that reliably accelerates massive datasets for actionable real-time insights. Join our team to help the best and brightest minds tackle the world’s biggest challenges in business, science, medicine, academia and government.

For the past 20 years, our team has kept us at the forefront of storage technology and has provided the foundation for enabling researchers to push the limits of “what can be done.”
These innovations take research and discovery to the next level, enabling them to discover cures to disease, observe global warming patterns, model innovative automotive and aerospace designs, discover new sources of energy, make communities safer, and accelerate business results across a wide variety of industries.

At DDN, we understand our customers’ diverse needs. Whether you’re a data scientist, IT professional, executive, or researcher, our solutions empower you with cutting-edge technology and unparalleled support.

Highly Competitive Vacation Plans

Paid Holidays

Bonus Programs

Tuition Reimbursement

Employee Referral Program

Excellent Medical, Dental and Vision Benefits

Paid Leave Programs

Anniversary and Recognition Awards

Full time

Remote

Job Summary:

In this customer-facing role, you'll apply advanced systems-level technical expertise to resolve highly complex customer issues, whether they come in through automated dial-home alerts, technical calls from Tintri customers and customer engineers, or remote maintenance and web support requests. You'll use independent judgment to work through problems and collaborate closely with engineering and other technical teams to build knowledge and drive resolution.

Because this is a 24x7x365 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 like 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 that 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

Develop…