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Staff Engineer - L4

DDN

Responsibilities

  • You’ll collaborate with Engineering, Product Management, and Field teams to drive root cause resolutions, define architectural best practices, and continuously improve product resiliency. Leveraging

AI tools

  • Technical Expertise & Escalation LeadershipOwn critical customer case escalations end-to-end, including deep root cause analysis and mitigation strategies.
  • Act as one of the technical escalation points for Infinia incidents — especially in productionimpacting scenarios.
  • Lead war rooms, live incident bridges, and cross-functional response efforts with other engineering, QA, and Field teams.
  • Utilize AI-powered debugging, log analysis, and system pattern recognition tools to accelerate resolution.
  • Become a subject-matter expert on Infinia internals: metadata handling, storage fabric interfaces, performance tuning, AI integration, etc.
  • Reproduce complex customer issues and propose product improvements or workarounds.
  • Author and maintain detailed runbooks, performance tuning guides, and RCA documentation.
  • Feed real-world support insights back into the development cycle to improve reliability and diagnostics.

Customer Engagement & Business Enablement

  • Partner with Field CTOs, Solutions Architects, and Sales Engineers to ensure customer success.
  • Translate technical issues into executive-ready summaries and business impact statements.
  • Participate in post-mortems and executive briefings for strategic accounts.
  • Drive adoption of observability, automation, and self-healing support mechanisms using AI/ML tools.
  • Delivering training to customer support and field engineering

Preferred

  • Experience with DDN, VAST, Weka, or similar scale-out file systems.
  • Strong scripting/coding ability in Python, Bash, or Go.
  • Familiarity with observability platforms: Prometheus, Grafana, ELK, OpenTelemetry.
  • Knowledge of replication, consistency models, and data integrity mechanisms.
  • Exposure to Sovereign AI, LLM model training environments, or autonomous system data architectures.
  • This position requires participation in an on-call rotation to provide after-hours support as needed.
  • Complete Infinia training, labs, and architecture deep dives. o Stand up a fully functioning Infinia test system. o Shadow at least 5 complex escalations and participate in 2 customer calls.
  • Lead one live incident response and deliver a full RCA within 48 hours. o Propose 3+ enhancements to internal tools, AI/automation usage, or documentation. o Establish key partnerships with Engineering and Field teams.
  • Deliver a written 30-day reflection with gaps and high-impact recommendations. o Begin identifying patterns where AI or automation can reduce MTTR or improve proactive detection.

Success Metrics – Beyond 30 Days

  • MTTR on high-severity cases is consistently below internal SLAs.
  • Volume and quality of resolved L4 escalations.
  • Strategic tooling or automation contributions adopted across the support org.
  • Executive-ready RCAs that inform product improvement.
  • High-impact engagements with strategic accounts (prevention, performance tuning, etc.).

Job Description

As a

Staff Engineer – L4, you’ll be an escalation point for the most complex and critical issues affecting enterprise and hyperscale environments. This hands-on role is ideal for a deep technical expert who thrives under pressure and has a passion for solving distributed system challenges at scale. This role is part of the Infinia Core engineering team.

and automation, you’ll reduce time-to-resolution, streamline diagnostics, and elevate the support experience for strategic customers.

Key Responsibilities

Product Knowledge & Value Creation

Required Qualifications

  • 8+ years in enterprise storage, distributed systems, or cloud infrastructure support/engineering.
  • Deep understanding of file systems (S3, POSIX, NFS), storage performance, and Linux kernel internals.

Scripting and Coding using Python, Go, C++

  • Proven debugging skills at system/protocol/app levels (e.g., strace, tcpdump, perf).
  • Hands-on experience with troubleshooting on Linux.
  • Exposure to RDMA, NVMe-oF, or high-performance networking stacks.
  • Exceptional communication and executive reporting skills.
  • Experience using AI tools (e.g., log pattern analysis, LLM-based summarisation, automated RCA tooling) to accelerate diagnostics and reduce MTTR.

Preferred Qualifications

  • Success Metrics – First 30 Days
  • Technical Ramp-Up
  • Operational Integration
  • Strategic Insight

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