Technical Support Engineer, L2

Tintri by DDN is a leading provider of data management solutions tailored for enterprise workloads. As a subsidiary of DataDirect Networks (DDN), Tintri combines DDN's expertise in high-performance storage with Tintri's focus on analytics, automation, and data protection.

Tintri's product portfolio includes the VMstore T7000 Series, an on-premise storage platform purpose-built for virtual machines, containers and databases.   In addition, Tintri offers cloud-based solutions such as the Tintri Cloud Platform (TCP) and the Tintri Cloud Engine (TCE), providing managed infrastructure and workload flexibility.

Recognized for superior performance, Tintri's solutions are built for enterprise applications, offering workload-level observability, autonomous operations, and simplified management. With over a decade of research and development, Tintri continues to innovate, addressing the dynamic data workloads of today and tomorrow.

Joining Tintri by DDN means becoming part of a passionate team dedicated to delivering cutting-edge data management solutions that empower organizations to maximize uptime, performance, and efficiency.

In this position, the engineer will apply advanced systems-level technical expertise to resolve highly complex systems-level customer issues. The customer issues may be received by Support Centers through automated dial-homes, voice-initiated technical calls from TINTRI Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. In this position, the engineer will be required to use independent judgment to accomplish objectives and work closely with engineering and other technical business units to increase knowledge and resolve customer issues. As part of a 24*7*365 organization shift work, holidays and on-call responsibilities may be required. The work schedule for this role is Monday thru Friday.

Responsibilities for this role include but are not limited to:

• Always take care of the customer. Customer Satisfaction is job #1.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system-level issues.
• Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
• Identifies and provides resolutions to a diverse range of complex technical problems and mentors others in providing validated technical information, support process instructions, and special support requirements.
• Contributes to a centralized problem identification and resolution database and may provide senior or expert-level tasks like Engineering for assigned products or skills. Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions.
• Identifies, documents, and reports design, reliability, and maintenance issues.
• Understands and leverages TINTRI’s technical communication structure and has a sphere of influence that extends well outside of the department.
• Effectively leads efforts in facilitating problem recreation and failure analysis of systems-level issues and recommends and utilizes a wide variety of test equipment, diagnostic tools, and techniques used in problem resolution.
• Develop and implement resolutions to identified problems, and follow standard practices and procedures.
• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction.
• Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.
• Challenges existing processes based on industry best practices enhance these for the benefit of all.
• May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales, and other TINTRI Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals, and communicates status to customers using Call Tracking Databases.
• Validates technical information issues early warnings and disseminates information as needed.

Skills and Qualifications required for this role include:

• 5 years of experience in Enterprise level Technical Support
• Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience
• TCP/IP-based networking and troubleshooting skills
• Storage Systems experience required
• Performance and Network Optimization, Log Analysis experience
• Ability to communicate verbally and in writing
• Fluency in English is required
• B.S. in Computer Science, Electrical and Computer Engineering, Math, or equivalent work experience

Pluses

• Python scripting, Ansible
• Experience with Wireshark and packet-level analysis
• Experience with SQL database, MongoDB, Oracle, or another database
• Experience with Docker and Kubernetes

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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