Product Support Engineer

Overview
Be part of a company at the forefront of AI and high-performance data storage. DataDirect Networks (DDN) is a global leader powering demanding AI data centers across industries including life sciences, healthcare, financial services, autonomous vehicles, government, academia, research and manufacturing. Our AI and multi-cloud data management platform accelerates AI workloads and enables maximizing value from data.
As a Product Support Specialist for DDN Infinia, you will collaborate with engineering, product management and release teams to ensure successful launches and ongoing product improvement. This role requires deep technical understanding of storage systems and cross-functional collaboration to drive support enablement and continuous product enhancement.
Whether you are at the start of your career or looking to expand your impact in AI and data storage, this role offers an opportunity to contribute to a market-leading organization shaping the future of AI infrastructure.
Key Responsibilities
Technical expertise and escalation support as the subject matter expert for L1/L2 teams, addressing and resolving complex customer issues.
Assist technical support with root-cause analysis and manage critical incidents/escalations.
Help define and develop AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution.
Product Design, Release and Quality Support
Collaborate with Engineering and Product Management to support product development cycles from concept to release, ensuring supportability and performance.
Develop tooling and support process requirements for new product introductions.
Participate in product testing to review/support tools and processes, including upgrades, and gather customer pain points.
Assist with beta programs by collecting feedback and providing technical insights to product/engineering teams.
Translate complex technical details into actionable recommendations for product or supportability enhancements; act as liaison between engineering and support.
Analyze and report field data post-release to identify trends and optimization opportunities in the product lifecycle.
Enablement of Support Organization
Develop and maintain technical documentation, KB articles, playbooks, troubleshooting guides and integration manuals for new releases.
Maintain awareness of market trends and customer needs, suggesting product enhancements as appropriate.
Provide technical training to FLS/L1/L2 engineers to align with new features and functionalities.
Focus on AI/Automation use and adoption within the support organization.
Required Qualifications
5+ years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
Understanding of file systems (POSIX, NFS, S3) and 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 Core Characteristics
DataDirect Networks values Self-Starter, Success/Achievement Orientation, Problem Solving, and Innovation. Demonstrated alignment with these traits is expected.
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 status, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable law.
Seniorities and Employment
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Software Development
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