Overview
In this Senior Designated Support Engineer role at DDN, you will deliver expert technical support for high-performance storage environments across EMEA. You’ll work with customers, engineering, and global teams to diagnose complex issues and ensure reliable operation of DDN storage platforms. You’ll own escalations, guide troubleshooting, and contribute to product quality and customer success. This role operates under a global follow-the-sun model, emphasizing cross-region collaboration and impactful, hands-on problem solving. You will shape support processes and mentor peers while maintaining strong customer relationships.
Verantwortungsbereiche
- Provide advanced technical support for DDN storage solutions across EMEA environments
- Collaborate with engineering and global support teams to ensure seamless case handoffs across EMEA, APAC, and the Americas
- Serve as senior escalation point for complex customer issues and high-priority incidents
- Troubleshoot Lustre file systems and large-scale storage environments to resolve issues
- Diagnose and resolve complex system issues with customer administrators and infrastructure teams
- Collaborate with engineering to improve product quality via feedback, root cause analysis, and field insights
- Develop and execute test plans for upgrades, maintenance, and troubleshooting
- Contribute to internal troubleshooting tools and support processes
- Review and contribute to technical documentation
- Communicate complex concepts clearly to diverse customers
- Build trusted relationships with key customer stakeholders
- Mentor junior support engineers and share knowledge across the global team
- Manage multiple priorities while maintaining high customer satisfaction
- Participate in rotating on-call schedule for EMEA support
- Possibly travel within EMEA for engagements or on-site troubleshooting
Zentrale Anforderungen
- 7+ years of experience in technical support, systems engineering, or infrastructure engineering
- Strong experience supporting Linux-based storage or HPC environments
- Experience supporting complex enterprise infrastructures in post-sales contexts
- Proven ability to diagnose and resolve complex system and infrastructure issues
- Excellent customer communication and stakeholder management skills
- Ability to work independently and as part of a distributed global technical team
- Essential technical requirements: Lustre admin/implementation/support; Linux OS and admin; solid understanding of storage platforms, Linux, networking, and parallel file systems
- Preferred: experience with Spectrum Scale or StorNext; scripting (Shell, Python, Perl); InfiniBand and high-speed Ethernet networking; NAS protocols (NFS, CIFS/SMB, S3, FTP, SFTP); Active Directory or LDAP; troubleshooting complex networking including InfiniBand and Ethernet
- strong communication and customer-facing skills
- stakeholder management
- mentoring and knowledge sharing
- Lustre parallel file systems administration/ support
- Linux operating systems and system administration
- Networking fundamentals (Ethernet, TCP/IP, routing)
Senior Designated Support Engineer in Osnabrück Arbeitgeber: DataDirect Networks
Als Arbeitgeber bieten wir Ihnen die Möglichkeit, in einem dynamischen und innovativen Umfeld zu arbeiten, das sich auf die neuesten Technologien im Bereich AI und Speicherlösungen konzentriert. Unsere Unternehmenskultur fördert Zusammenarbeit, kontinuierliches Lernen und persönliche Entwicklung, während wir gleichzeitig ein starkes Engagement für die Erfüllung der Kundenbedürfnisse zeigen. Mit flexiblen Arbeitsmodellen und der Chance, an bedeutenden Projekten in verschiedenen Branchen mitzuwirken, sind wir der ideale Ort für talentierte Fachkräfte, die ihre Karriere vorantreiben möchten.
