Title:  Technical Support Engineer


Cork, Munster, IE, T23 PPT8

Requisition ID:  113522

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

As a Technical Support Engineer you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp SolidFire and HCI product lines. Support incidents can range from various hardware and/or software issues with SolidFire/HCI storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. 

To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data centre.

Job Requirements

Essential Functions:
•    Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
•    Be responsible for monitoring and responding to alerts on customer systems
•    Raising support cases for alerts received by the SolidFire monitoring system or direct requests from customers
•    Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
•    Technical troubleshooting of customer environments and the SolidFire product.
•    Collection and analysis of multi-platform logs to identify issues and determine root cause.
•    Case management.
•    Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers. 
•    Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise.
•    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 for reuse throughout the Technical Support Center.
•    Share best practices with Technical Support 


•    Ability to work well within a team
•    Good written and verbal communication skills in English. 
•    Good interpersonal communication and customer service skills.
•    Ability to work under pressure
•    Ability to manage multiple work streams 
•    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.
•    Analytical approach to problem solving.
•    Layer 1 technologies (Cabling, patch panels, SFP)
•    Layer 2 switching protocols (Ethernet, VLAN, STP, LACP)
•    Experience in troubleshooting methodologies
•    Strong communication and documentation skills, and strong process skills
•    Ability to create and provide trainings for internal teams
•    Basic understanding of storage concepts
•    Understanding of operating systems including Linux / Windows
•    Experience in configuring & troubleshooting distributed applications and infrastructure management software
•    Intermediate knowledge of 
o    Troubleshooting block storage access protocols (FC, iSCSI)
o    Server / storage hardware troubleshooting
o    Basic experience with virtualized infrastructure and hypervisors (VMware, Hyper-V, Etc.)
•    Previous experience with case management systems
•    Any additional European language would be a plus





Education & Experience:
A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 1-3 years of experience in a relevant technical support role.

Certifications in the following would also be a plus: VCP, BCP, MCP, etc.

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: Technical Support, Technical Support Engineer, Computer Science, Electrical Engineering, Data Center, Technology, Engineering