• Receives and responds to calls and e-mails from users • Provide remote diagnosis and walk customer through problem resolution • Drive towards successful remote resolution of supportable calls • Analyze system data and customer history • Maintain electronic records of all service and support functions

Role Description The Support Engineer works closely with customers to troubleshoot issues, answer product usage questions, and provide guidance on best practices for experimentation. As one of the early hires on the Support team, this role plays a key part in shaping the company’s support culture. Over time, the Support Engineer develops and maintains a deep understanding of the product, including its features, functionality, and underlying technologies. Key Responsibilities - Customer Support (80%) - Provide written support to customers via Slack, in-app chat, and email. - Use the company’s ticketing system (Pylon) to manage assigned conversations. - Leverage an AI-powered knowledge base to respond efficiently and accurately. - Bug Triage (10%) - Help reproduce issues and assess severity when bugs are reported. - Escalate cases to the Engineering team when appropriate. - Communicate status updates and resolutions to customers. - Documentation (5%) - Contribute to and maintain documentation, including tutorials, example code, technical references, knowledge base articles, and FAQs. - Ensure developers can quickly adopt the product within their own tech stacks. - Voice of the Customer (5%) - Collaborate with the Engineering team to share customer feedback. - Identify pain points and help prioritize improvements that enhance the overall developer experience. Qualifications - 2+ years of experience as a Support Engineer, Software Engineer, or in a related technical role. - Strong customer empathy and a genuine interest in helping users resolve problems. - Solid understanding of software development concepts, including: - Intermediate proficiency or higher in at least one modern programming language (e.g., JavaScript, TypeScript, Python, Ruby, PHP, Java, Go, etc.). - How REST APIs work, the interaction between servers and clients, and the role of SDKs. - Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently. - Highly proficient in written and spoken English (C1+ or equivalent). - Excellent written communication skills, with the ability to explain technical concepts to audiences with varying levels of technical experience. - Prior experience communicating technical concepts to software engineers via written communication and/or screen sharing. - Ability to take a high level of ownership within a small team, including independently managing incoming support requests during assigned working hours and coordinating handoffs with team members in other time zones when needed. Requirements - Previous experience in a technical support or customer-facing role within a software or technology company. - Experience using Slack. - Experience using support ticketing systems. - Familiarity with experimentation (A/B testing) and/or feature flagging within the software development lifecycle. - Knowledge of statistics and/or data analysis. - Familiarity with event tracking tools such as Google Analytics, Segment, and Mixpanel. - Experience with SQL-based data warehouses such as BigQuery, Snowflake, and Redshift. - Intermediate proficiency or higher in more than one programming language. - Prior experience working on a fully distributed or remote team. Benefits - Competitive salary and equity. - Unlimited paid time off (PTO). - Retirement plans and health insurance (where applicable). - Company-wide, in-person offsite trips held twice per year. - Opportunities for professional development and career growth, including training in experiment design and analysis. - Collaborative, supportive work environment with highly capable teammates.

• Provide second line consultation to independently debug complex security and network problems via phone and email • Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems • Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams • Develop department training programs and mentor engineers on advanced troubleshooting and case management skills • Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle

• Provide premier service and support to DDN’s largest and most critical customers • Employ multiple communication channels (phone, chat, physical and virtual meetings, cases, etc) to understand customer needs, develop trustworthy relationships, and exceed customer expectations • Work directly with customer technical staff to solve issues with sense of urgency, at times managing competing priorities • Create test plans and procedures for customer upgrades and maintenance • Work with DDN Product Engineering to drive product enhancements based on customer use and feedback (bug fixes, features, documentation) • Work with DDN Education on training engagements and opportunities for improvement • Help develop and maintain internal support tools (SW) • Occasional travel and on-site work • Participate in on-call rotations with short response times