Title:  Escalation Engineer


Cork, Munster, IE, T23 PPT8 Kirchheim bei Munchen, DE, 85551

Requisition ID:  113421

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

Communicate with customers via telephone, written correspondence, or electronic service regarding escalated problems in software products, and manage relationships with those customers.

Job Requirements

  • Respond to incoming cases of client services department as backup during peak times.
  • Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
  • Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
  • Engineer and investigate both platform and product issues.
  • Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Identify, propose and enforce escalation process improvements.


IC - Typically requires a minimum of 12 years of related experience.Mgr & Exec - Typically requires a minimum of 8 years of related experience.

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. 
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations.  We provide comprehensive medical, dental, wellness, and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.  
If you run toward knowledge and problem-solving, join us. 


Job Segment: Product Development, Engineer, Research, Customer Service, Engineering