Job Summary
As a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.
To be successful in this role you, must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Job Responsibilities
• Resolve Warranty, Major Account, Government, and Support Edge Premium and Standard customer problems via the telephone, the web or Auto Support.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Collaborate with other Technical Support Engineers who may need assistance working a case ; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
• Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.
Job Requirements
• A Bachelor of Science Degree in Computer Science Electrical Engineering or related field or equivalent work experience
• 3-5 years of experience in UNIX, Windows, networking administration or technical support is required
• Basic understanding of the following protocols and applications,
• NFS the UNIX remote file sharing protocol
• CIFS the Windows NT remote file sharing protocol
• SAN connectivity methodologies for storage systems
• TCPIP and Networking
• RAID
• NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System EOS
• NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
• The usage of tools logs and support tools needed to analyze system issues such as perfstat packet traces ASUP logs etc
• Good written and verbal communication skills
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem solving
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Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better – but also to innovate. We tailor our approach to the customer’s unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let’s talk.
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