Title:  Academy - Technical Support Engineer

Location: 

Research Triangle Park, NC, US, 27709 Boulder, CO, US, 80302 Wichita, KS, US, 67228

Requisition ID:  79285

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?

Job Summary

In a world full of generalists, NetApp is a specialist. We’re focused on one thing, helping your business get the most out of your data. NetApp brings the enterprise-grade data services you rely on into the cloud, and the simple flexibility of cloud into the data center. Our industry-leading solutions work across diverse customer environments and the world’s biggest public clouds.  As a cloud-led, data-centric software company, only NetApp can help build your unique data fabric, simplify and connect your cloud, and securely deliver the right data, services and applications to the right people—anytime, anywhere.

The Sales, Support and Services (S3) Academy is a 2-year global development program for Early-In Career talent who aspire to become the next generation of NetApp Leaders, Sales Professionals and Technical Pioneers.​  The S3 Academy focuses on helping top talent reach their full potential by providing an initial 90-day training program. The training immerses participants in the software, systems and cloud technologies that are helping shape the world today and tomorrow. We invest heavily in new talent. Your energy and fresh ideas are vital to cementing our position as a market-leader. We’ll push you beyond your comfort zone with a belief that no idea is off limits. At the same time, you’ll have all the resources, mentoring and feedback you need to grow. What’s more, whatever your role, you can be yourself in a team that celebrates individuality and welcomes different perspectives.

We are seeking an energized, self-motivated, team player to work in a fast-paced, high-pressured, dynamic environment providing remote technical support to NetApp Customers, Partners, and Field Engineers via chat, phone, email, and remote sessions.    

The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, and debugging technical problems associated with NetApp Hardware and Software both on premises and in the Cloud.  A TSE will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the NetApp Knowledge Base.  

 

Job Requirements

  • Highly proficient written and verbal communication skills  

  • Ability to work under pressure and respond calmly in high stress situations  

  • 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 

Responsibilities

  • 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 

Experience 

This is an entry-level position, typically having 0 - 3 years of relevant industry experience.

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.

 

If the Company determines this role will be performed in Colorado, the starting salary for this position is $68,400. This role could be eligible for comprehensive benefits including: Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), Company bonus, and Employee stock purchase plan. Final compensation will be dependent on various factors such as location, qualifications, certifications, relevant work experience and other factors,  consistent with applicable law.


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Technical Support, Technical Support Engineer, Cloud, Technology, Engineering, Entry Level, Research