Title:  Technical Support Engineer

Job Summary

We are seeking a highly skilled and motivated Technical Support Engineer 2 to join our dynamic support team. In this role, you will be responsible for providing advanced technical support to our customers, troubleshooting complex issues, and ensuring high levels of customer satisfaction. You will work closely with cross-functional teams, including engineering, product management, and sales, to resolve technical problems and improve our products and services.

Key Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex technical issues related to software, hardware, and network configurations.
• Collaborate with engineering and product teams to identify, document, and escalate product bugs and feature requests.
• Develop and maintain technical documentation, knowledge base articles, and support resources.
• Conduct training sessions and webinars for customers and internal teams.
• Assist in the development and implementation of support processes and best practices.
• Monitor and report on support metrics and customer feedback to drive continuous improvement.

Job Requirements

• Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with
  customers, partners, and internal field engineers.
• Read and analyze various system and application logs to determine where an issue is.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and
  action plans.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal
  tools, to provide the most effective solutions to customer issues.
• Provide timely updates to customers on status and progress of cases and properly set expectations.
• Prioritize and manage several open issues at one time.
• Participate actively in level 1 Swarming events.
• Collaborate with other Technical Support Engineers who may need assistance working a case.
• Achieve KCS Publisher within 12 months of start date.
• Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated
  problems can be solved quicker.
• Ensure issues are documented thoroughly in the Case Management system, clearly citing customer’s problem,
  business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other
  pertinent information.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary
  storage applications.
• Begin to focus on an area of technical specialization and attend classes, complete lab projects, collaborate with
  other Technical Support Engineers on cases that will help cultivate that expertise

Competencies:

• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing
  environment.
• Ability to follow standard process, technical product support principles, and practices, escalating when
  necessary.
• Follows instruction and process in their approach to problem solving.
• Good troubleshooting skills

Solid understanding of some of the following protocols and applications:

• NFS, the Network File System protocol
• SMB, the Server Message Block protocol
• SAN connectivity methodologies for storage systems
• TCP/IP and Networking
• RAID Levels and fundamentals
• NetApp Storage System operating systems such as ONTAP
• NetApp solutions developed around specific applications involving and/or FAS/AFF storage
  systems

Education