The primary responsibility for individuals in this position is to provide onsite support and work closely with the customer staff to resolve DDN system problems. The Field Technical Support Engineer (FTSE) will also serve as a resource to expedite problem resolution by working with DDN staff to quickly analyze and resolve issues. This position will primarily be responsible for DDN system hardware monitoring, maintenance, inventory management, and break/fix replacement. This individual will be required to serve as an extension to the customer staff and participate in customer meetings as required. Individuals in this position may also be required to remotely connect to systems in DDN integration facility or lab environments to help understand and resolve critical issues.
This position is not considered a remote position and requires business day in person location at customer facilities in Memphis, TN. After hours and weekend maintenance visits will be required as needed.
Detailed responsibilities for this role include but are not limited to:
Have a thorough technical understanding of the various DDN product lines.
Manage DDN customer hardware inventory.
Monitor DDN customer solution health.
Coordinate with DDN support and engineering in trouble ticket resolution.
Understand the DDN hardware and be able to perform emergency maintenance in the case that the regular support team is unavailable.
Coordinate onsite DDN and contract personnel in maintaining customer DDN equipment.
Physically install and configure hardware at a customer site. Supervise "smart hands" to do so if appropriate.
Help create hardware and or software documentation as required.
Be prepared to form/lead a Tiger Team with the required SME if a particular challenge is encountered.
Understand Linux and networking to be able to troubleshoot all areas effectively.
Prepare status reports of activities to manager as required.
Document and communicate customer issues and concerns so that DDN sales, pre-sales, support, and engineering can quickly react and resolve issues.
Serve as a trusted advisor to the customer and translate that knowledge into system requirements and future sales offerings.
Identify additional business opportunities when working with customers.
Help expand DDN sales opportunities, helping to develop products, process and procedures to facilitate these opportunities.
Additional responsibilities may be assigned to individuals in this position as business requirements evolve.
Qualifications for this role are:
Knowledge of the storage industry and solutions.
3-5 Years of experience in Operating systems debugging Linux and Windows Environments.
3-5 years of experience in SAN and NAS RAID Appliance is required.
Red Hat/CentOS/Rocky/Alma, Debian/Ubuntu, SUSE, Windows Server.
Knowledge in file system deployment and concepts: XFS, ZFS, EXT3/4, GPFS, Lustre is preferred.
Deep knowledge of networking concepts is required; NAS protocol levels (CIFS, NFS, SMB, etc...)
Knowledge on the configuration, deployment and troubleshooting Ethernet.
Scripting (Shell/Bash and Python).
Ability to Multitask.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Ability to listen, understand and articulate creative implementations.
Strong written and verbal communication skills.
Ability to lift at least 50lbs/22.6kg.
Ability for coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects to perform precision assembling, adjusting, or calibrating, within narrow tolerances, of electrical or electronic components.
Associates or higher degree in Electrical Engineering, Computer Science, Mathematics, Sciences; or technical equivalent (5 years work experience) is required.