Title:  Technical Support Engineer

Job Summary

We at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise level assistance to our customers. You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Primary Job Functions

•    Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.  
•    Provide troubleshooting and technical support via phone, Web based tools and email.  
•    During problem escalations, act as a liaison between customers and Engineering support.  
•    Collaborate with other teams and experts whenever required to solve complex technical issues. 
•    Continuously develop skills leveraging several learning tools available at NetApp Inc. 
•    Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers 
•    Research, document, and escalate cases as needed. 
•    Be flexible in working in shifts (4AM IST to 6PM IST). 
•    Able to address multiple customer issues simultaneously. 
•    Directly support customers with exceptional verbal and written communication and troubleshooting skills. 
•    Active participation in Knowledge base creation, trainings, and other documentation activities. 
 

Job Requirements

•    Basic understanding of RAID Concepts. 
•    Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols. 
•    Familiar with NetApp hardware (FAS, AFF, Disk Shelf) architecture.  
•    Working knowledge of switches (CISCO / Brocade/ NetApp) 
•    Understanding of Service Processor/ BMC/ iLO/ RLM functionalities. 
•    Knowledge of hardware components on Controllers, shelves, ethernet/ FC switches. 
•    Basics of SAS, FC, ACP cabling. 
•    Hands on installation, administration and upgradation of drivers and firmware’s. 
•    Familiar with logging methodology on switches, FAS and AFF issues. 
•    Basic understanding of storage topology (NAS, SAN, DAS). 
•    Strong communication and negotiation skill for leading critical discussion and expectation management. 
•    Strong logical/critical thinking and problem resolution skill. 
•    Must have at least 1 year of experience in a technical customer support environment or field experience. 
•    The individual must have at least 1-year experience with products and technologies in an Enterprise environment. 

Desired Skills:  
•    Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications. 
•    Knowledge of Metrocluster architecture. 
•    Hands on NetApp System Manager / OnCommand suite applications. 
•    Hands on Ontap 7-mode/ Clustered administration. 
 

Education

• Preferably requires a minimum of 1-2 years of related experience.
• B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.