Solution Support Engineer

Job Summary

The Solution Support Engineer is the primary customer facing contact for the Technical Support Center and other internal organizations. As a field resource, you will provide complex post-sales services and support, customer and partner enablement, and serve as a subject matter expert in multiple technologies. The individual must be a highly motivated self-starter with demonstrated technical problem-solving skills and extensive industry experience. Strong customer centric acumen is a must.

Responsibility and Impact
Solution Support Engineers (SSE) assist NetApp customers, partners, and internal groups with resolution of complex, highly technical issues. The tasks this individual is responsible for are often unstructured and the issues are less defined, requiring analytical and creative approaches.  These issues may be associated with customer satisfaction risk that may require work in close collaboration across multiple cross function teams.

• Perform troubleshooting, diagnosis, and resolution of complex issues in software, hardware, and cloud.  
• Ability to perform responsibilities remotely or on customer premises as needed with minimal notice. Approximately 10% - 20% travel.
• Requires ability to participate in a 7*24-hour standby roster if required.
• Content creation through documentation, knowledge base articles, and post-mortem analyses.
• Participate in projects as necessary to improve quality, processes, and the customer experience. Utilize strong industry knowledge and experience to drive improvements innovation.
• Understand and interpret customer needs while demonstrating empathy and professionalism in potentially stressful situations.
• Conduct enablement activities with NetApp onsite partner engineers as directed.
• Conduct digital tool sessions with Customers and Partners as required.

Job Requirements

• Demonstrated excellent customer service experience working in high stress situations on complex problems.  
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. 
• Ability to follow and contribute to development of standard principles and practices.
• Creative approach to problem solving with rigorous review of existing process and methodologies.

Technical Qualifications
This individual should have capability to build in-depth knowledge and understanding of hardware/software troubleshooting and analysis, including but not limited to:

• Complex OS and FW upgrades with ONTAP, Santricity, and StorageGRID
• Product interoperability
• FCP, iSCSI, NVME, NFS, and CIFS protocols
• Ethernet and SAN switches
• Data protection technologies including MetroCluster and SnapMirror
• FAS and AFF platforms
• E-Series platforms

Familiarity and understanding of the following:

• Hybrid cloud and provider technology from AWS, Azure, and Google Cloud Services
• Cloud tiering and backup
• Virtualization platforms from 3rd parties

Internal Interaction and Communication

• Limited supervision and direction is provided, as this individual is expected to operate and drive results and set priorities independently.
• Act as a proactive contributor with ability to effectively communicate and work with multiple cross functional teams.

Background & Experience

• 6 to 8 years of relevant industry experience
• A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required.

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