Software Systems Engineer

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." - IDC

"The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments" - Marc Hamilton, VP, Solutions Architecture & Engineering | NVIDIA

DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.

As a "Software Systems Engineer" at DDN Storage, you will play a major role in ensuring the success and satisfaction of our customers by providing engineering support for our industry-leading AI and high-performance storage solutions. As a key member of "Continuation Engineering and Level 3 Engineering Support" team, you will serve as a trusted advisor to our customers, working closely with them to resolve technical issues, optimize system performance, and ensure the smooth operation of DDN Storage solutions. With a strong focus on customer success and a deep passion for leading edge technology, you will ensure department's success by delivering world-class engineering support experiences that set DDN Storage apart in the industry.

This position is located onsite at our Columbia, MD facility.

Key Responsibilities:

Provide expert-level technical support to DDN Storage customers, troubleshooting and resolving complex issues related to our storage systems, software, and networking components.
• Serve as a primary escalation point for high-severity support cases, working closely with customers and internal teams to drive rapid issue resolution and minimize impact to customer operations.
• Collaborate with cross-functional teams, including engineering, product management, and professional services, to develop and implement solutions that address customer needs and improve overall system performance and reliability.
• Develop and maintain deep technical expertise in DDN Storage's product portfolio, staying up to date with the latest features, enhancements, and best practices, and sharing this knowledge with customers and colleagues.
• Contribute to the development and refinement of support processes, knowledge base articles, and technical documentation, ensuring that our support offerings are efficient, effective, and aligned with customer needs.
• Proactively engage with customers to understand their unique requirements and challenges and provide guidance and best practices to help them optimize the value of their DDN Storage investments.
• Participate in customer-facing meetings, such as project kickoffs, technical reviews, and escalation calls, to provide expert-level support and ensure customer success.
• Monitor and analyze support metrics and trends, identifying opportunities for process improvements and contributing to the continuous enhancement of our support offerings.

Requirements:

• Two to five years of experience in software or systems engineering roles, with a proven track record of success in storage, high-performance computing, or enterprise IT industry.
• Deep technical expertise in storage systems, file systems, and data management technologies, with hands-on experience troubleshooting and optimizing complex storage environments.
• Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve technical issues in high-pressure situations.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
• Customer-centric mindset, with a deep commitment to ensuring customer success and satisfaction.
• Experience working with enterprise-class storage systems, such as SAN, NAS, and object storage, and familiarity with storage protocols like FC, iSCSI, NFS, and SMB.
• Knowledge of scripting and automation tools, such as Python, Bash, and PowerShell, and experience using these tools to automate support processes and troubleshoot issues.
• Bachelor's degree in Computer Science or Engineering, Information Technology or a related field, or equivalent.

This position requires participation in an on-call rotation to provide after-hours support as needed.

Success Metrics - First 30 Days

• Technical Ramp-Up

• Complete SFA Storage systems & solutions training, labs, and architecture deep dives.
• Stand up a fully functioning SFA Storage system with an active filesystem.

• Operational Integration

• Collaborate with peers in actively analyzing field escalations including delivering a full RCA to DDN's Global support team.
• Establish key partnerships with Engineering and Field teams.
• Demonstrate a clear understanding of the escalation process and release management.

Success Metrics -30 Days to 90 Days

• Independently analyze and resolve a minimum of three complex field escalations, demonstrating technical depth and customer impact.
• Actively engage in at least three customer-facing calls to provide expert guidance and build stronger customer relationships.
• Troubleshoot software and hardware configuration issues within DDN's SFA storage systems, ensuring timely and effective resolution.
• Gain a comprehensive understanding of various SFA storage systems located in Columbia, MD lab, and independently manage the equipment to support continuous 24/7 operations.
• Identify opportunities for product improvement, offering actionable feedback to enhance features and usability.
• Submit a written 30-day reflection outlining observed gaps and providing high-impact recommendations for product or process enhancements.
• Begin identifying recurring patterns where AI or automation can reduce Mean Time to Resolution (MTTR) or improve proactive issue detection.

Pay range for this role: $95,000 - $140,000

Join our dynamic and driven team, where engineering excellence is at the heart of everything we do. We seek individuals who love to challenge themselves and are fueled by curiosity. Here, you'll have the opportunity to work across various areas of the company, thanks to our flat organizational structure that encourages hands-on involvement and direct contributions to our mission. Leadership is earned by those who take initiative and consistently deliver outstanding results, both in their work ethic and deliverables, making strong prioritization skills essential. Additionally, we value strong communication skills in all our engineers and researchers, as they are crucial for the success of our teams and the company as a whole.

Interview Process: After submitting your application, one of our recruiters will review your resume. If your application passes this stage, you will be invited to a 30-minute interview during which a member of our team will ask some basic questions. If you clear the interview, you will enter the main process, which can consist of up to four interviews in total:

• Coding assessment: Often in a language of your choice.
• Systems design: Translate high-level requirements into a scalable, fault-tolerant service (depending on role).
• Real-time problem-solving: Demonstrate practical skills in a live problem-solving session.
• Meet and greet with the wider team.
• Our goal is to finish the main process in 2-3 weeks at most.

DataDirect Networks (DDN) is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.