1 day ago
Santa Clara, CA, USAStaff+
Base Salary
$185k - $275k/yr
Responsibilities
- Own complex customer escalations from diagnosis through resolution, mitigation, root-cause analysis, and customer communication.
- Lead live incident response, war rooms, and cross-functional investigations with Engineering, QA, and Field teams.
- Debug distributed-systems, storage, performance, protocol, and application-layer issues.
- Reproduce customer issues and feed findings into product and reliability improvements.
- Develop runbooks, troubleshooting guidance, and performance-tuning practices.
- Serve as a technical authority on Infinia internals, mentor engineers, and influence architectural best practices.
- Partner with Field CTOs, Solutions Architects, and Sales Engineers on strategic customer issues.
- Use AI, automation, and observability to improve diagnostics, reliability, and MTTR.
- Participate in an on-call rotation for after-hours support as needed.
Requirements
- Significant experience in enterprise storage, distributed systems, or cloud infrastructure with technical leadership at Senior or Staff level.
- Deep understanding of file systems and storage technologies, including S3, POSIX, NFS, and storage performance.
- Strong Linux systems knowledge, including kernel-level troubleshooting and debugging.
- Strong coding ability in Python or C++.
- Experience diagnosing complex issues with tools such as strace, tcpdump, and perf.
- Ability and interest in working directly with customers and owning complex problems through resolution.
- Experience with DDN, VAST, Weka, or similar scale-out storage or file systems is preferred.
- Familiarity with Prometheus, Grafana, ELK, or OpenTelemetry is preferred.
- Knowledge of replication, consistency models, and data integrity mechanisms is preferred.
- Experience supporting AI/ML, LLM training, or high-performance computing environments is preferred.
- Experience using AI tools for log analysis, troubleshooting, automated RCA, or reducing MTTR is preferred.
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.