Title:  Mgr, Technical Support

Job Summary

The Technical Support Manager directly manages a team of Technical Support and Escalation Engineers whose primary focus is troubleshooting, repairing, debugging and diagnosing incidents with NetApp products.  This can include hardware, software, and multi-system/multi-vendor/multi-network interoperability issues.  The Technical Support Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business.  They will establish and maintain relationships with internal stakeholders, including Senior Management, Critical Case Team, Support Account Managers and Sales in order to drive operational excellence within support.
This position is specifically focused on management of engineers responsible for the Hardware team.

Job Requirements

A major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for:
•    Resolving customer problems that come in via the telephone, the web, chat or AutoSupport
•    Researching customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
•    Creating new knowledgebase articles to capture new learnings for reuse throughout the center.
•    Participating in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
•    Responding to situations where NetApp product support has been unable to solve customer’s technical issues.
•    Providing a high level of proactive and reactive services by building relationships with the customer to best serve their needs

Job Requirements 
•    Excellent written and verbal communication skills. 
•    Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations. 
•    A clear understanding of the product development cycle, technical requirements and project management.
•    Experience and strong understanding of Storage Hardware, Software, Cloud and Virtualization technology
•    A strong understanding of concepts related to computer architecture through implementation.
•    A demonstrated ability to function successfully as a leader.
•    Responsibility & Interaction
o    This position is responsible for managing many tasks within a large group or department.
o    Align local targets to business goals
o    The potential impact of decisions made by this individual will be mostly operational with some financial.
o    This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.

Education

•    A minimum of 1 to 5 years of experience as a people leader is required.  
•    Demonstrated ability to manage multiple projects is required.

Education
•    A BS/BA degree in Computer Science, Electrical Engineering or related field and a minimum of 8 years of experience as an individual contributor, or equivalent combination of professional education/training and applicable experience.