Sr Sustenance Engineer

Overview

The EXAScaler team is seeking a Support engineer with rich experience in Storage, Linux, networking, and parallel file system products preferably Lustre. The Support engineer is passionate about problem-solving, possesses excellent analytical and debugging skills, and has seasoned experience working directly with customers. As the product expert, you will be responsible to resolve problems quickly with your extensive experience with EXAScaler and your access to other product experts.

Responsibilities include handling escalated customer requests, troubleshooting, root cause analysis, and collaborating with development engineers to implement solutions.

• Provide expert-level support for EXAScaler and Lustre, and other DDN product suite.
• Triage, diagnose, and troubleshoot problems with the EXAScaler appliance and Lustre file system in production customer environments.
• Provide technical support to Professional Services, Customer Support, and directly to customers.
• Provide hands on assistance with field escalations.
• Employ internal lab equipment to reproduce customer issues, identify root cause, and solutions and workarounds.
• Involve product engineers when deep technical expertise is needed within a specific area of the product.
• Develop processes and tools to accelerate problem analysis.
• Track and coordinate bug fixes and communicate status back to Support, Professional Services, and customers.
• Analyze data from Sales Force (SFDC) and Jira CRMs to realize trends in product defects and escalations.

• Eight or more years industry experience in supporting & maintaining Linux-based file systems in production systems.
• Extensive understanding of parallel file system principles (preferably Lustre) as well as operating system architecture & principles.
• Thrives and enjoys working in a fast-paced, fast-changing environment.
• Strong written and verbal English communication skills.
• Strong debugger of complex systems.
• Excellent analytical and problem-solving skills.
• Experience in modern Linux environments including general administration and support & Linux kernel building, and networking.
• Knowledge of AI and HPC workloads, cloud storage, cloud computing, data center operations are desirable.
• Experience with C, Rust, bash, and Python is highly desirable.