Staff Engineer - Customer Facing

Infinia is DDN's next-generation, software-defined storage platform, built from the ground up for AI and accelerated computing. It combines separate control and data planes, all-flash performance, sub-millisecond latency and multi-tenancy for demanding enterprise and hyperscale AI and GPU workloads.

Communicate technical issues clearly to customers, engineers and senior stakeholders, including executive audiences.

Own complex customer escalations from diagnosis through to resolution, mitigation and RCA.

Lead live incident response, war rooms and cross-functional investigations with Engineering, QA and Field teams.

Debug complex distributed-systems, storage and performance issues across the system, protocol and application layers.

Reproduce customer issues and feed findings into product and reliability improvements.

Develop runbooks, troubleshooting guidance and performance-tuning practices.

Act as a technical authority on Infinia internals, mentoring engineers and influencing architectural best practice.

Partner with Field CTOs, Solutions Architects and Sales Engineers on strategic customer issues.

Use AI, automation and observability to improve diagnostics, reliability and MTTR.

This position requires participation in an on-call rotation to provide after-hours support as needed.

Experience with DDN, VAST, Weka or similar scale-out storage/file systems.

Familiarity with observability platforms such as Prometheus, Grafana, ELK or OpenTelemetry.

Knowledge of replication, consistency models and data integrity mechanisms.

Experience supporting AI/ML, LLM training or other high-performance computing environments.

Experience using AI tools for log analysis, troubleshooting, automated RCA or reducing MTTR.