Technical Support Engineer - L1

DDN is hiring a Technical Support Engineer L1 to provide first-level support for customers and teams using Tintri storage solutions. The role owns support cases from intake through resolution or escalation, troubleshooting issues across storage, hardware, software, operating systems, networking, and virtualization while communicating clearly and documenting case progress.

Responsibilities:

• Take ownership of assigned support cases and act with a customer-first mindset
• Troubleshoot and resolve common hardware, software, interoperability, configuration, and performance issues affecting storage systems and solutions
• Gather and analyze logs, diagnostic data, error messages, system information, and environmental details to identify likely causes and recommended next steps
• Use knowledge bases, scripts, internal tools, product documentation, and established support procedures to deliver timely and effective solutions
• Communicate technical findings, action plans, status updates, and recommendations clearly to customers and internal teams
• Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions
• Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff
• Create and improve knowledge-base articles and reusable troubleshooting content
• Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff
• Support a 24x7x365 operation, including shift work, weekends, and holidays as required

Requirements:

• Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience
• Basic familiarity with Linux commands and system troubleshooting
• Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems
• Ability to troubleshoot across applications, operating systems, network switching, and storage components
• Working knowledge of TCP/IP networking and troubleshooting
• Familiarity with virtualization platforms such as VMware, Hyper-V, or Platform9
• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience
• Strong written and verbal English communication skills
• Ability to work effectively in a global, highly collaborative, customer-facing support environment
• Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering
• Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred