Title:  Technical Support Engineer

Job Summary

This is an advanced technical support position that acts as a last line of escalation for Technical Support Engineers working with Technical Support, Escalation Engineers, Technical Support Managers, Support Account Managers, Critical Case Team, and Field organizations. Provide technical support to customers, customer support personnel, and field support staff, focused on advanced diagnosis, troubleshooting, repairing and debugging NetApp products, including hardware, software, solutions, and multi-system/multi-vendor/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, enjoy mentoring new engineers. 

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.

•    Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
•    Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
•    Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
•    Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center
•    Focus on E-series and StorageGrid specialization and build deep technical expertise in these areas.

Job Requirements

•    Block or Object based storage experience
•    Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience.
•    Passion and ability to learn new technologies in a fast-paced environment.
•    Work well in a team environment and be a proactive contributor to team development projects.
•    Creative approach to problem solving and demonstrate a ‘can-do’ attitude.
•    High ability to multi-task, manage workload and define priorities based on business impact of issues.
•    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.
•    Strong written and verbal communication skills in English.
 
Must have expertise in several of the following areas:  
•    Data ONTAP or SANtricity operating systems
•    Hardware principles 
•    Object or Block based storage 
•    Distributed data base (Cassandra) 
•    S3 protocol 
•    RAID 
•    iSCSI 
•    NAS and/or SAN storage and surrounding infrastructure
•    Fiber channel 
•    Linux administration 
•    Troubleshooting experience with network trace analysis -> Network troubleshooting experience with wireshark 
•    Virtualization 
•    VMware 
•    Docker-containers 

Education

·       Minimum of 8 years within a similar technical support role

·       A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required