3 months ago
Pune, IndiaStaff+
Responsibilities
- Own critical customer case escalations, deep root-cause analysis, and mitigation strategies.
- Serve as a technical escalation point for Infinia incidents, especially production-impacting scenarios.
- Lead war rooms, live incident bridges, and cross-functional incident response.
- Use AI-powered debugging, log analysis, automation, and pattern-recognition tools to accelerate resolution.
- Develop subject-matter expertise in Infinia internals, metadata handling, storage fabric interfaces, performance tuning, and AI integration.
- Reproduce complex customer issues and recommend product improvements or workarounds.
- Create and maintain runbooks, performance-tuning guides, and root-cause-analysis documentation.
- Feed support insights into product development to improve reliability and diagnostics.
- Partner with Field CTOs, Solutions Architects, and Sales Engineers on strategic customer success.
- Translate technical issues into executive-ready summaries and business-impact statements.
- Participate in post-mortems and executive briefings.
- Drive adoption of observability, automation, and self-healing support mechanisms using AI/ML tools.
- Deliver training to customer support and field engineering teams.
Requirements
- 8+ years of experience in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
- Deep understanding of file systems and interfaces including S3, POSIX, and NFS, plus storage performance and Linux kernel internals.
- Scripting and coding experience with Python, Go, and C++.
- Proven debugging ability at system, protocol, and application levels using tools such as strace, tcpdump, and perf.
- Hands-on Linux troubleshooting experience.
- Exposure to RDMA, NVMe-oF, or high-performance networking stacks.
- Exceptional communication and executive reporting skills.
About DDN
DDN builds high-performance data storage and data management systems for AI, machine learning, and high-performance computing workloads used by enterprises, research institutions, and governments. It sells appliance hardware and software (including parallel file systems and AI data platforms) along with support and professional services. Founded in 1998 and headquartered in Chatsworth, California, the privately held company reports serving over 11,000 organizations worldwide.