Title:  Mgr, Technical Support

Location: 

Cork, Munster, IE, T23 PPT8

Requisition ID:  110467

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

The Technical Support Manager directly manages a team of Technical Support and Escalation Engineers whose primary focus is troubleshooting, repairing, debugging and diagnosing incidents with NetApp products. This can include cloud based software, hardware and multi-system/multi-vendor/multi-network interoperability issues.  Further to this, the Technical Support Manager will drive the shift left philosophy to focus on knowledge management, incident prevention and product improvement.  The Technical Support Manager will have an operational knowledge of the area of their functional responsibility and align individual objectives with the goals of the business. They will establish and maintain relationships with internal stakeholders, including Senior Management and Sales in order to drive operational excellence within support.  You must possess excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal.

* This opportunity is based in Cork, Ireland. The position reports to a Senior Technical Support Manager *
 

Job Requirements

A major part of your responsibility will be to provide oversight to a group or groups of Technical Support Engineers and Escalation Engineers responsible for:
•    Resolving customer problems that come in via the telephone, the web, chat or AutoSupport
•    Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
•    Create and improve knowledgebase articles for reuse by the customer and support
•    Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new solutions and services
•    Provide a high level of proactive and reactive services by building relationships with the customer and internal stakeholders.

Job Requirements
•    Excellent written and verbal communication skills.
•    Capable to drive customer self-services and enablement.
•    This individual must work effectively with Senior Management to Vice President and Customer Executive Levels
•    A clear understanding of the product development cycle, technical requirements, and project management.
•    Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
•    A clear understanding of the product development cycle, technical requirements and project management.
•    Experience and strong understanding of Cloud, Software, Virtualization technology and Storage Hardware 
•    A strong understanding of concepts related to computer architecture through implementation.
•    A demonstrated ability to function successfully as a leader.

Responsibility & Interaction:
o    This position is responsible for managing many tasks within a large group or department.
o    The potential impact of decisions made by this individual will be mostly operational with some financial.
o    This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.
o    This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.
o    Utilizes people skills and available manager tools to positively impact the development of subordinates within their role and career.
 

 

Education

  • A minimum of 8 years of experience as an individual contributor and 1 to 5 years leadership experience is preferred.
  • A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required.
  • Demonstrated ability to manage multiple people, tasks, and projects is required.
  • Additional language skill ( German, French, Spanish, Italian, Hebrew) is an advantage.

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. 

 


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