Product Support Engineer

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. DataDirect Networks (DDN) 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
"The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments" - Marc Hamilton, VP, Solutions Architecture & Engineering | NVIDIA
DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is 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 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.

Job Description
As a
Product Support Specialist
for DDN Infinia, you will work closely with engineering and product management, and release teams to ensure the successful launch and ongoing improvement of our storage solutions. This role requires a deep technical understanding of storage systems and their performance, as well as the ability to collaborate across cross-functional teams. You will provide technical expertise during product development, testing, and post-release, helping drive support team enablement and continuous product improvement

Key Responsibilities
Technical Expertise & Escalation support

• Subject matter expert for L1/ L2 Team for assistance to address and resolve complex customer issues.
• Assist technical support team with case root-cause analysis
• Support critical incidents/escalations
• Help define and develop AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution

Support stakeholder for product Design, release and ongoing quality

• Collaborate with Engineering and Product Management teams to support product development cycles, from concept to release, ensuring product supportability and performance.
• Develop requirements for tooling and support process for new product introduction
• Participate in product testing to review and validate support tools and processes along with any notable system performance or customer pain points, including the upgrade process
• Assist with beta programs by collecting feedback from support test users and providing technical insights to the product and engineering teams.
• Act as the liaison between engineering and support teams, translating complex technical details into actionable recommendations for product or supportability enhancements
• Analyze and report on field data post-release, identifying trends, issues, and potential areas for optimization in the product lifecycle.

Enablement of support organization

• Develop and maintain technical documentation, including KB articles, playbooks and troubleshooting guides, and integration manuals for new product releases.
• Maintain an up-to-date knowledge of market trends and customer needs, proactively suggesting product enhancements or adjustments.
• Provide technical training and knowledge transfer to FLS/L1/L2 engineers, to ensure everyone is aligned with new product features and functionalities.
• Focus and mentor support on AI/Automation use and adoption for the support organization

Required Qualifications

• 5+ years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
• Understanding of file systems (POSIX, NFS, S3), storage performance
• Proven debugging skills at system/protocol/app levels (e.g., strace, tcpdump, perf).
• Hands-on experience with AI/ML data pipelines, container orchestration (Kubernetes), and GPU-based architectures.
• Strong communication and reporting skills.

DDN
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 resourceful.

Innovative -
Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.