DDN

Staff Software Engineer

DDN

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $136,000 - $177,000 per year

Job Level

Lead

Tech Stack

CloudLinux

About the role

  • Triage, diagnose, and troubleshoot problems with DDN storage systems in customer production environments.
  • Take ownership of customer cases, validate technical aspects, and drive them to resolution with root cause analysis.
  • Serve as primary escalation point for high-severity support cases, coordinating with customers and internal teams to minimize customer impact.
  • Develop and contribute to AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution.
  • Collaborate with engineering, support, and services teams to coordinate feature development and software patches addressing field issues.
  • Review product documentation and provide feedback for internal and external customer needs; propose product quality and usability improvements.
  • Conduct product and feature training sessions for Technical Support & Professional Services teams.
  • Participate in PIER (Post Incident & Escalations Review) discussions and executive briefings; produce executive-ready RCAs.
  • Provide on-call assistance outside regular hours during critical customer issues.

Requirements

  • 10+ years of hands-on experience in software development & enterprise grade product support.
  • Advanced debugging skills at kernel/system/protocol/app (e.g., GDB, strace, tcpdump & perf).
  • Exceptional analytical and methodical problem-solving skills particularly in diagnosing complex hardware-software interaction issues on a typical high end embedded platform.
  • Strong communication skills—written, verbal, and reporting—with the ability to convey technical concepts clearly to diverse audiences.
  • Deep understanding of high-speed parallel data transmission technologies including but not limited to SAS, SCSI, NVME Fabric, IP over InfiniBand, Fibre Channel & InfiniBand topologies.
  • Strong knowledge of storage products, cloud storage architectures, cloud computing environments, data center operations.
  • Proven experience interfacing with customers to troubleshoot product problems during install and production (desired).
  • Strong understanding of data storage concepts including RAID/Erasure Coding & block storage (desired).
  • Hands-on experience with large-scale file systems like GPFS, Lustre or other parallel file systems (desired).
  • Familiarity with AI-driven diagnostic tools including log pattern analysis, LLM-based summarization, and automated RCA solutions (desired).
  • Participation in an on-call rotation to provide after-hours support as needed.
  • Ability to be onsite in Columbia, MD at least twice a week (hybrid).