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Title:  Software Engineer, Customer Support

Location:  USA - North Carolina - Research Triangle Park
Requisition ID:  3922

Job Summary

From the newest ideas in cluster computing to the latest web framework, NetApp software products embrace innovation to deliver compelling solutions to our business.

As a Software Engineer in the Engineering Product Support group of NetApp you will work as a member of a team responsible for resolving product support problems associated with NetApp storage systems and applications. The product support problems can range from various hardware and/or software issues with NetApp products to multi-system, multi-vendor, and multi-network interoperability issues.  Your focus will be on the Data ONTAP Operating System, the number one storage operating system on the planet. You will work individually and as part of a team committed to diagnosing, reproducing, debugging of operating systems and providing code fixes to customer issues.

To be successful in this role, you must be a motivated self-starter and self-learner driven to produce results and you must demonstrate the ability to lead small teams or projects,

You will manage a technical issue to resolution by identifying product issues working with Support Engineers, Escalation Engineers and Product Operations Engineering.

Specific job functions include:

  • Leading the resolution of challenging customer cases on released software.
  • Research and develop guidelines to allow Support Escalation Engineers to better handle technical support issues.
  • Provide Subject-Matter-Expert-level technical consultations for NetApp Global Support and Development Engineering.
  • Focus on networking and cluster infrastructure as areas of technical specialization.
  • Coach and mentor other EPS Engineers on technical issues to enhance their expertise and elevate their contributions.
  • Propose and review changes to software design and development projects that would enhance product diagnosability and supportability.
  • Communicate effectively with other support and engineering teams, including senior management, to facilitate speedy and quality problem resolution.

The position may entail some holiday and/or weekend coverage 2-3 times per year.


The ideal candidate demonstrates these competencies:

  • Strong technical knowledge and problem solving skills; you will be a subject matter expert in one or more areas including cluster infrastructure and networking.
  • Strong decision making; you can integrate information from multiple sources, make connections from disparate inputs, detect trends and cause-effect relationships, and then develop an appropriate action plan to resolve an issue.
  • Customer focus; you actively seek information to understand customer needs and circumstances; you work to assure customer satisfaction.
  • Strong teamwork; you collaborate well with peers, build on their ideas and seek opportunities to establish effective working relationships with others.


Job Requirements

Job Requirements

* The qualified candidate has a minimum of 5 years of industry experience providing storage/system software development, and/or sustaining engineering. *

  • Strong verbal and written communication skills
  • Ability to properly and accurately communicate with customers.
  • Strong ability to learn new technologies with minimal guidance
  • Strong understanding of complex concepts related to computer architecture, data structures and programming practices.
  • Resourceful in applying creative ideas to troubleshoot, diagnose to root cause, and ultimately solve customer problems.
  • Ability to read, understand, test, debug, and fix kernel level operating system software.

In-depth skills and knowledge in one or more of the following areas is desired:

  • Unix Operating Systems and applications
  • Windows Operating System and applications
  • NetApp Data ONTAP architecture
  • NAS Protocols (NFS, CIFS)
  • RAID, SAN/Block Technology e.g. FCP, iSCSI
  • Networking technologies including Ethernet (TCP/IP), Routers, Switches, Firewalls, NIS, DNS, LDAP, SNMP.
  • UNIX/Linux systems programming in C/C++, kernel and multi-threaded environment.



• A minimum of 5 years of experience is required. 6 to 8 years of experience is preferred
• A Bachelor of Science Degree in Electrical Engineering or Computer Science, a Masters Degree, or a PhD; or equivalent combination of education experience is required
• Demonstrated ability to have successfully completed multiple, moderately complex technical tasks

Equal Opportunity Employer Minorities/Women/Vets/Disabled.

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