Product Support Engineer

DDN

full-time

Posted on: 9/7/2025

Origin: • 🇺🇸 United States

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Mid-LevelSenior

CloudDistributed SystemsKubernetesNFS

About the role

Serve as Product Support Specialist for DDN Infinia, providing technical expertise during product development, testing, and post-release.
Act as subject matter expert for L1/L2 teams to address and resolve complex customer issues and support critical incidents/escalations.
Assist technical support team with case root-cause analysis and help define AI-powered debugging, log analysis, and system pattern recognition tools.
Collaborate with Engineering and Product Management to support product design, release, and ongoing quality, including developing tooling and support processes for new product introduction.
Participate in product testing, beta programs, and analyze/report on field data post-release to identify trends and optimizations.
Develop and maintain technical documentation, KB articles, playbooks, troubleshooting guides, and integration manuals for new product releases.
Provide technical training and knowledge transfer to FLS/L1/L2 engineers and mentor support on AI/Automation adoption.

5+ years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
Understanding of file systems (POSIX, NFS, S3) and storage performance.
Proven debugging skills at system/protocol/app levels (e.g., strace, tcpdump, perf).
Hands-on experience with AI/ML data pipelines, container orchestration (Kubernetes), and GPU-based architectures.
Strong communication and reporting skills.
Self-Starter — Takes independent action to identify and solve problems.
Success/Achievement Orientation — Delivers quality results consistently and meets targets.
Problem Solving — Systematic assessment and practical, resourceful troubleshooting.
Innovative — Builds and improves business processes and generates new ideas.