Title:  Technical Support Engineer - OnCommand

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. 

If you’re a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges. simply, we’d like to meet you.

Job Requirements

• You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs. 
• You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems with top most financial businesses with rigorous SLAs. 
• You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe. 
• You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions. 
• 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.

Education

• A minimum of 2 years of experience as Technical Support Engineer. 
• Solid understanding of the following topics and troubleshooting thereof: 
  • Storage and networking infrastructure;
  • Worked on monitoring platforms;
  • Windows and Linux;
  • Compute, storage, networking and debugging tools;
  • MySQL database;
  • VMware;
  • MS Windows troubleshooting;
  • Transport layer security troubleshooting.
• Strong command of the English language; both written and verbal communication skills.
• Excellent interpersonal communication and customer service skills.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.