Senior Designated Support Engineer

Duties and Responsibilities

• The essential duties and responsibilities include but are not limited to:
• Provide advanced technical support for DDN storage solutions and associated technologies across EMEA customer environments.
• Support multiple strategic customer accounts as part of DDN’s global follow-the-sun support model, ensuring effective collaboration and seamless case handoffs with engineering and support teams across EMEA, APAC, and the Americas.
• Serve as a senior technical escalation point for complex customer issues and high-priority incidents.
• Troubleshoot and resolve issues related to Lustre parallel file systems and large-scale storage environments.
• Work directly with customer administrators and infrastructure teams to diagnose and resolve complex system issues.
• Collaborate with engineering teams to improve product quality through customer feedback, root cause analysis, and field insights.
• Develop and execute test plans and procedures for system upgrades, maintenance activities, and troubleshooting.
• Contribute to the development and improvement of internal troubleshooting tools and support processes.
• Review and contribute to internal and external technical documentation.
• Clearly communicate complex technical concepts to customers with varying levels of technical expertise.
• Build strong, trusted relationships with key customer stakeholders.
• Mentor junior support engineers and contribute to knowledge sharing across the global support organization.
• Manage multiple priorities while ensuring high levels of customer satisfaction.
• Participate in a rotating on-call support schedule for EMEA customer environments.
• Ability to work flexible hours when required to support EMEA time zones and global customer operations.
• Occasional travel within EMEA may be required for customer engagements or on-site troubleshooting.

Skills and Experience

• Successful candidates will demonstrate deep technical knowledge of high-performance storage systems, Linux-based environments, networking fundamentals, and advanced troubleshooting techniques.
• Strong communication and customer-facing skills are essential, including the ability to collaborate effectively with customers through phone, virtual meetings, and written communications.

Minimum Requirements

• 7+ years of experience in technical support, systems engineering, or infrastructure engineering roles.
• Strong experience supporting Linux-based storage or high-performance computing environments.
• Experience supporting complex enterprise infrastructure platforms in post-sales environments.
• Proven expertise in diagnosing and resolving complex system and infrastructure issues.
• Excellent customer communication and stakeholder management skills.
• Ability to work effectively both independently and as part of a distributed global technical team.

Essential Technical Requirements

• Extensive experience working with Lustre parallel file systems including administration, implementation, or support.
• Strong expertise in Linux operating systems and system administration.
• Deep understanding of system infrastructure including: Storage platforms Linux operating systems Networking fundamentals Parallel file systems
• Storage platforms
• Linux operating systems
• Networking fundamentals
• Parallel file systems
• Strong knowledge of data storage technologies including RAID, erasure coding, distributed storage architectures, and large-scale storage systems.
• Solid understanding of networking technologies including Ethernet, TCP/IP, routing, and network troubleshooting.

Preferred Technical Experience