Senior Engineer – L3 Support Engineer

DDN

L3 Support Engineer responsible for diagnosing and resolving VMstore product issues for enterprise customers. Collaborating with Engineering for complex problem resolutions under high-pressure situations.

Posted 5/26/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsLinuxVMware

About the role

Key responsibilities & impact

Act as the primary escalation point from Support to Engineering when customer issues cannot be resolved at lower support levels.
Perform deep technical analysis to identify root causes and provide timely, effective solutions whenever possible without engaging development teams.
Collaborate closely with Engineering when product defects or architectural changes are required, ensuring clear and actionable problem statements.
Maintain strong hands-on familiarity with VMstore products, architecture, and deployment models, and understand their role within customer data centers.
Diagnose complex issues involving storage, compute, networking, and virtualization layers.
Support and troubleshoot enterprise data center technologies with strict requirements for high availability, reliability, performance, and scalability.
Demonstrate strong familiarity with virtualization platforms, especially VMware, Platform9, and Hyper‑V.
Understand strengths, weaknesses, and trade-offs of different cloud technologies and hybrid deployment models.
Act as a strong advocate for customer needs within the organization, ensuring customer-impacting issues receive appropriate visibility and prioritization.
Maintain a high level of professionalism and clear communication in all customer interactions, particularly under high-stress escalation scenarios.
Provide clear guidance, workarounds, and best practices to customers and internal teams.
Apply strong Linux system familiarity to troubleshoot and resolve complex product and customer environment issues.

Requirements

What you’ll need

Extensive experience supporting Linux-based enterprise products in customer-facing roles.
Background in Linux-based product development, testing, or systems engineering.
Familiarity with Linux scripting and ability to look through source code in multiple languages to trace the logic and cross reference with potential error messages during troubleshooting.
Strong troubleshooting skills across distributed systems, virtualization, storage, and networking.
Ability to perform source-level debugging to identify code regressions; triage defects to development teams or author direct code fixes submitted via formal code review into Git/Mercurial for hotfix and GA releases.
Ability to conduct workflow-level failure analysis by reconstructing customer use cases, timing sequences, and concurrency patterns to identify race conditions, metadata corruption, and edge-case behavior; recreate customer issues in a lab environment.
Ability to work independently while collaborating effectively with Engineering and Support teams; manage complex Level 3 escalations involving distributed filesystem integrity, kernel core dump analysis, and multi-source log correlation across large-scale enterprise storage environments.
Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to executive level stakeholders.

Benefits

Comp & perks

Competitive salary
Health insurance
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

LinuxLinux scriptingsource-level debuggingtroubleshootingdistributed systemsvirtualizationstoragenetworkingVMwarePlatform9

Soft Skills

communicationproblem-solvingcollaborationcustomer advocacyprofessionalismindependencehigh-stress managementguidanceworkaroundsbest practices