Senior Designated Support Engineer

About the Company

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 across industries including life sciences, healthcare, financial services, autonomous vehicles, government, academia, research and manufacturing. DDN's data intelligence platform is designed to accelerate AI workloads and scale to large data-intense environments.

About the Role

As a Senior Designated Support Engineer at DDN, you will deliver an exceptional customer experience by applying deep technical expertise to support and troubleshoot complex storage environments across the APAC region. You will work closely with customers, internal engineering teams, and global support teams to diagnose and resolve complex technical challenges and ensure reliable operation of DDN’s high-performance storage platforms. This position supports multiple strategic customer accounts within DDN’s global follow-the-sun support model.

Responsibilities

• Provide advanced technical support for DDN storage solutions and associated technologies across APAC customer environments.
• Support multiple strategic customer accounts and ensure effective collaboration and seamless case handoffs with engineering and support teams across APAC, EMEA, 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 and review technical documentation.
• Clearly communicate complex technical concepts to customers with varying levels of technical expertise and 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.

Qualifications

• 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.

Technical Skills

• Extensive experience working with Lustre parallel file systems including administration, implementation, or support.
• Strong expertise in Linux operating systems and system administration.
• Knowledge of data storage technologies including RAID, erasure coding, distributed storage architectures, and large-scale storage systems.
• Understanding of networking fundamentals.
• Experience developing test plans, performing root cause analysis, and improving internal tools and documentation.

Additional Information

• Participate in a rotating on-call support schedule for APAC customer environments; ability to work flexible hours when required.
• Occasional travel within APAC may be required for customer engagements or on-site troubleshooting.