Technical Support Engineer L1

Job Description The Technical Support Engineer – Level 1 (TSE) will primarily be responsible for telephone-based post‑sales activity, supporting all installation efforts worldwide. This position will be primarily remote. The TSE will need to partner strongly with the Field Technical team to help resolve all technical problems. The TSE must have considerable knowledge of storage, operating systems, networking, enterprise servers, tracking tool, email, and internet technology. Must have strong communication skills, including the ability to connect with customers via phone, face to face, and in written correspondence. Duties and Responsibilities Provide post‑implementation, support desk and front/back line support for customers to solve technical issues with storage hardware and software products. Provide daily remote monitoring for storage environment. Write, proof‑read and submit knowledge‑based articles on cases closed. Manage all open tickets and ensure customers get daily updates regarding case status. Manage all open cases to the fastest resolution. Responsible to liaise with customer‑facing and internally focused teams for problem resolution. Support work is done via e‑mail, remote access & phone. Demonstrate a thorough technical and business understanding of clients’ needs, including how those pertain to DDN products and services. Develop innovative, customized solutions to meet customers’ business needs. Clearly communicate complex technical topics to the varied knowledge levels of external customers. Develop positive and trustworthy relationships with customers. Manage customer relationship post‑sale to ensure the highest caliber customer satisfaction. Ability to multi‑task and manage competing priorities, ensuring all objectives are accomplished. Provide reliable information: Builds credibility in a resource role by remaining factual and timely in providing information; maintains sources for quick access to time‑sensitive information and to stay abreast of new developments; proactively educates customers or shares information as part of the service they deserve. Constantly seeks information that will be useful but is not readily available to colleagues; enjoys being sought for advice and instruction; spends the time to build a base of knowledge that ultimately helps others to be more effective. Qualifications BS in a technical discipline such as Electrical Engineering, Computer Science, Mathematics, Sciences, or equivalent industry experience. Does not wait for guidance, pro‑actively identifies and delivers value to customers. Must have in‑depth technical knowledge and problem analysis skills. Excellent troubleshooting skills. Skills and Experience Skills: Able to work 1st, 2nd, or 3rd work shift with occasional overtime. This role requires availability to support East Coast business hours, typically between 8:00 AM and 5:00 PM ET. While the position is not limited to candidates located on the East Coast, the ability to reliably work within this timeframe is strongly preferred. Exceptional customer service skills. Experience: Preferred to have 4+ years’ experience providing technical support to end‑user customers for storage and or enterprise‑level infrastructure products. Experience supporting hardware and/or software products. Good understanding of the technical fundamentals of the system infrastructure including open system platforms (UNIX, Linux, Windows) and networking. Preferred technical requirements: Linux OS, Unix OS, Windows OS, Mac OS, SCSI, Lustre, GPFS, CXFS, QFS, ZFS, NAS, SAN, Pearl, Shell Scripting, Solaris, C++, and Visio. Equal Opportunity Statement 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. #J-18808-Ljbffr