L1 Technical Support Engineer

DDN Storage

Company Type

DataDirect Networks (DDN.com) is a world leader in massively-scalable storage platforms and solutions engineered for the Big Data and Cloud era. Our storage, processing solutions and professional services enable content-rich and high-data growth environments to achieve the highest levels of systems performance, scalability and efficiency. In solving today’s Big Data lifecycle management challenges at scale, DDN enables organizations to maximize the value of their information, everywhere. As the technology behind the world’s leading data-driven organizations, our customers include online content and social networking providers, high performance cloud and grid computing, life sciences, financial services, media production houses and security and intelligence agencies.

We are currently seeking a Technical Support Engineer - Level 1. 


Job Summary:


The Technical Support Engineer - Level 1 (TSE) will primarily be responsible for telephone based post-sales activity, supporting all installation efforts worldwide. This position will be office based with occasional travel. The TSE will need to be able to partner strongly with Field Technical team to help resolve all technical problems. A TSE must have considerable knowledge of storage, operating system, networking, enterprise servers, tracking tool, email, and internet technology. Must have strong communication skills, including: ability to connect with customers via phone, face to face, and in written correspondences.


Responsibilities for this role include but are not limited to:

  • Provide post-implementation, support desk and front/back line support for customers to solve technical issues on storage hardware and software products.
  • Provide daily remote monitoring for storage environment.
  • Write, proofread and submit knowledge-based articles on a weekly basis.
  • Manage all open tickets and ensure customers get regular updates regarding case status.
  • Manage all open cases to the fastest resolution.
  • Responsible to liaise with sales and engineering teams for problem resolution.
  • Support work is done via e-mail, remote access, phone, and on-site.
  • Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services.
  • Develop innovative, customized solutions to meet customers’ business needs.
  • Clearly communicate complex technical topics to the varied knowledge levels of external customers.
  • Develop positive and trustworthy relationships with customers.
  • Manage customer relationship post-sale to ensure the highest caliber customer satisfaction.
  • Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.
  • Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains his sources for quick access to time-sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve.
  • Constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective.

 Qualifications for this role are:

  • Must have 2+ years' experience providing technical support to end user customers for storage and or enterprise level infrastructure productss
  • Experience supporting hardware and or SW products.
  • Exceptional customer service skills.
  • BS in technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent; industry experience.
  • Technical Expectations: The following are preferred technical requirements: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Pearl, Shell Scripting, Solaris, C Plus+, and Visio.
  • Does not wait for guidance, pro-actively identifies and delivers value to customers.
  • Must have in-depth technical knowledge and problem analysis skills.
  • Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking.
  • Excellent troubleshooting skills.

Work Schedule: This is a customer supporting role and as such each team member must be flexible in their work schedule. This job will involve afterhours, on-call and weekend work.

For any on-call duty as a requirement of role will be compensated as a part of salary.

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. 


DDN takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. By fostering a diverse business environment, DDN welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners. 


Data Direct Networks has intended to describe the general nature and level to be performed. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the job description as necessary to meet business and organizational needs.


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Confirmed 4 hours ago. Posted 30+ days ago.

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