Title:  Senior Technical Support Engineer

Location: 

Cork, Munster, IE, T23 PPT8

Requisition ID:  109883

Job Summary

This is a full-time role, with hybrid options working from our new International HQ in Cork. Our Data Protection support team is passionate about providing in-depth technical support to customers focused on diagnosing, reproducing, troubleshooting and fixing backup & restore technical issues in a timely manner. You will be part of a team of highly skilled & collaborative engineers improving our support offerings to our Cloud & On-premise customers. 
In this position, you will respond to situations where first-line product support has failed to isolate or fix problems, report design and reliability issues to engineering and create new knowledge content to share information and best practices for reuse within the NetApp community. Support incidents can range from various software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability.

Are you looking to combine your deep technical knowledge with customer facing skills to deliver high-quality solutions to customer issues? Join our team! 

What do you do as a Technical Support Engineer?

  • Resolve technical customer issues via the telephone, mail and remote sessions
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Collaborate with or escalate cases to other Technical Support Engineers 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
  • Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
  • Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center
  • Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise

Requirements

  • 3 years experience in technical support or professional services
  • Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience
  • High ability to multi-task, manage workload and define priorities based on business impact of issues
  • Expertise in the following areas:  storage, back up & recovery, data management systems, TCP/IP networking
  • At least 2 years of experience in UNIX, LINUX, Windows networking administration 
  • Good understanding of Amazon AWS and/or Microsoft Azure ecosystem
  • Knowledge of storage infrastructure offering NFS, CIFS, SAN & iSCSI hosting
  • Solid knowledge of VMware, Hyper-V, SQL, Oracle, SAP, Exchange
  • Understanding of data protection technologies such as SnapMirror, SnapVault and NDMP
  • Experience with Replication, Backup and Recovery applications and OEM products such as Veeam, Commvault, Veritas
  • Native or bilingual proficiency in French or Spanish preferred

About NetApp

NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.

Our Customer Support Delivery organization is a dynamic team committed to providing enterprise level support to our customers. In this group we’re not only working with a large variety of cutting-edge technology, but also with a strong team that promotes growth and career development. With this newly opened role we’re continuing to build a world-class team of Technical Support Engineers who are delivering consistent and predictable high-quality support to our customers.

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