Senior Engineer – L3 Support Engineer

🕒 May 26

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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DDN

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

🤖 Artificial Intelligence

💰 $10M Funding Round on 2011-06

Artificial Intelligence • Data Center and Cloud Computing • High Performance Computing

DDN is a global leader in AI data intelligence solutions, providing high-performance computing and sophisticated data management technologies. With a focus on accelerating AI deployments and advanced data analytics, DDN's products, including the Data Intelligence Platform and advanced storage systems, serve diverse sectors such as healthcare, financial services, and government. DDN is committed to transforming enterprise data infrastructure to leverage the full potential of AI and drive operational efficiency.

📋 Description

• The L3 Support Engineer for VMstore products serves as the highest level of technical escalation between Customer Support and Engineering. • This role is responsible for diagnosing, resolving, and preventing complex customer issues related to VMstore products, often under high-pressure situations. • When possible, the L3 Support Engineer provides solutions independently without engaging development teams, while also advocating for customer needs when engineering involvement is required. • This position requires deep technical expertise in VMstore technologies, enterprise data center architectures, high availability (HA) and Linux-based systems.

🎯 Requirements

• Extensive experience supporting Linux-based enterprise products in customer-facing roles. • Background in Linux-based product development, testing, or systems engineering. • Familiarity with Linux scripting and ability to look through source code in multiple languages to trace the logic and cross reference with potential error messages during troubleshooting. • Strong troubleshooting skills across distributed systems, virtualization, storage, and networking. • Ability to perform source-level debugging to identify code regressions; triage defects to development teams or author direct code fixes submitted via formal code review into Git/Mercurial for hotfix and GA releases. • Ability to conduct workflow-level failure analysis by reconstructing customer use cases, timing sequences, and concurrency patterns to identify race conditions, metadata corruption, and edge-case behavior; recreate customer issues in a lab environment. • Ability to work independently while collaborating effectively with Engineering and Support teams; manage complex Level 3 escalations involving distributed filesystem integrity, kernel core dump analysis, and multi-source log correlation across large-scale enterprise storage environments. • Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to executive level stakeholders.

🏖️ Benefits

• Competitive salary • Flexible working hours • Professional development budget • Home office setup allowance • Global team events