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 andhardware 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. If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. 

Primary Job Functions
•   Provide Tier II Technical Support to enterprise clients, resellers, and third-party support providers.
•   Troubleshoot and provide support via phone, web-based tools, and email.
•   Act as a liaison between customers and engineering support during escalations.
•   Collaborate with other teams to solve complex technical issues. Research, document, and escalate cases as needed.
•   Document cases, recommendations, and resolutions in the CRM system.
•   Active participation in Knowledge base creation, training, and other documentation activities.
•   Be flexible with shift timings.

Job Requirements

Required Skills:
•   Experience with ONTAP OS concepts or comparable storage OS (EMC, HP, IBM, NUTANIX, VMware).
•   Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
•   Familiar with NetApp hardware (FAS, AFF, Disk Shelf) architecture.
•   Understanding of RAID concepts, SAN and NAS storage, and storage concepts like deduplication, snapshot, provisioning, and encryption.
•   Knowledge of cluster architecture, high availability, Ethernet, TCP/IP routing, FC, and iSCSI protocols.
•   Ability to diagnose complex problems and deliver Root Cause Analysis across a stack of complex applications, OS, Network switching and Storage elements.
 
Desired Skills:
•   Certifications like NCDA, CCNA, CCNP Data Center, SNCP, EMCSA.
•   Hands-on experience with OnTap 7-mode/Clustered administration, NetApp System Manager/On Command suite applications.
•   Knowledge of Linux variants and popular hypervisors (VMware, Hyper-V, Xen).
•   Knowledge on any Linux variant.
 

Education

• 2-5 years of experience in a technical support environment or field experience
• B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college