Title:  Technical Support Engineer

Job Summary

• Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers 
• Read and analyze various system and application logs to determine where an issue is. 
• Ask customers targeted questions to diagnose problems and provide timely solutions.  
• Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action 
• Provide timely updates to customers on status and progress of cases and properly set expectations. 
• Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier 
• Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker. 
• Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
• Understand conditions in which a field issue could be escalated
• Collaborate with downstream teams to resolve technical issues

Job Requirements

• Highly proficient written and verbal communication skills
• Ability to work under pressure and respond calmly in high stress situations 
• Bilingual skills on “Korean and Japanese”, both verbal and written communication.
• Desire to constantly learn and work on ever evolving and emerging technologies
• Team oriented individual that can also work independently, in office and remote, with minimal supervision
• Ability to provide complete step by step troubleshooting instructions both verbally and in writing
• Can demonstrate proficient problem solving, troubleshooting, and diagnosis skills
• Basic technical understanding in two or more of the following areas:  
• Computer hardware or software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud (Google Cloud, AWS, Azure), Virtualization, Performance (Resource utilizations or infrastructure bottlenecks), Windows, Unix or Linux.
• AI fundamentals

Education

• Typically requires no previous professional experience.
• Bachelors or Masters Degree