Senior Designated Support Engineer

DDN has been a trusted name in high-performance data storage for over 25 years, with technology deployed across 48 of the world's top 100 supercomputers. That long track record now sits at the centre of one of the most significant infrastructure shifts in a generation: the AI boom has created unprecedented demand for exactly the kind of high-performance storage DDN has spent decades perfecting.

Backed by a $300M investment from Blackstone at a $5B valuation, and working alongside partners including NVIDIA, Supermicro, and Google Cloud, DDN is a well-established business currently going through genuine transformation.

You'll act as the senior technical expert for a portfolio of DDN's largest and most strategic global customers. This is a named-account role, not a general support queue - you'll build lasting relationships and take ownership of complex, large-scale Lustre parallel file system environments from end to end.

You'll join a team of 7 experienced engineers, growing by 3 further hires, working alongside deep specialists in Lustre and parallel file systems. You'll also collaborate closely with DDN's engineering and education teams, contributing directly to product improvements and customer training.

Duties and Responsibilities

The essential duties and responsibilities include but are not limited to:

• Provide advanced technical support for DDN storage solutions and associated technologies across APAC customer environments.

• Support multiple strategic customer accounts as part of DDN’s global follow-the-sun support model, ensuring effective collaboration and seamless case handoffs with engineering and support teams across APAC, EMEA, and the Americas.

• Serve as a senior technical escalation point for complex customer issues and high-priority incidents.

• Troubleshoot and resolve issues related to Lustre parallel file systems and large-scale storage environments.

• Work directly with customer administrators and infrastructure teams to diagnose and resolve complex system issues.

• Collaborate with engineering teams to improve product quality through customer feedback, root cause analysis, and field insights.

• Develop and execute test plans and procedures for system upgrades, maintenance activities, and troubleshooting.

• Contribute to the development and improvement of internal troubleshooting tools and support processes.

• Review and contribute to internal and external technical documentation.

• Clearly communicate complex technical concepts to customers with varying levels of technical expertise.

• Build strong, trusted relationships with key customer stakeholders.