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Title:  Escalation Engineer - Weekend Nights


Research Triangle Park, NC, US, 27709

Requisition ID:  28802


Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.


We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.


By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary

As an Escalation Engineer, you provide engineering support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a “take charge” professional, with demonstrated technical problem solving skills, a technical team leader and a subject matter expert, and have a strong customer service orientation and experience. 


*** This is a 3 night workweek, with a schedule of 7pm - 8am Fri, Sat, and Sun. Individuals working this shift receive additional pay for working off-hours. ***

Essential Functions:
•Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
•Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs. 
•Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
•Work with customer and other NetApp technical teams to to define technical problems, determine solutions and assist customers in implementing the fix. 
•Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues
•May be called on-site to assist in complex technical solutions requiring changes to core functionality, and systems operation. 
•May be involved in customer installation and training.
•Create tests, tools, and diagnostic procedures for use by product support personnel. 
•May quality check technical product documentation.
•Represent NetApp in support meetings with the customers.
•Create documentation and post-mortem analyses of escalations.

Job Requirements

• Demonstrated excellent customer service experience working with customers in high stress situations on complex problems. Excellent written and verbal communication skills are particularly essential for an Escalation Engineer role.

• Network Appliance hardware and software experience.


• In-depth knowledge of:

-UNIX configuration, administration and technical support.

-Windows NT/2000/2003 configuration, system administration and technical support.

-Fibre Channel HBA configuration and installation.

-NAS and/or SAN storage and surrounding infrastructure.

-Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)

-Network architectures including the roles of routers, and switches

-Microsoft Exchange


• Strong understanding of:

-RAID and storage systems

-NFS, the UNIX remote file sharing protocol

-CIFS, the Windows NT remote file sharing protocol

-Data Ontap operating system and NetApp clustering.


Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.

• At least three years of experience with Network Appliance systems.

• Ability to follow standard engineering principles and practices.

• Creative approach to problem solving.


Responsibility and Interaction:

-The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches. This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.

-Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions.

-This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties. Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.


Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent combination of relevant education/certifications/training and applicable professional work experience.


So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!


If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.


We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time 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 and fitness centers. We also offer financial savings programs to help you plan for your future.  


Join us and see what empowerment can do. 



Equal Opportunity Employer Minorities/Women/Vets/Disabled

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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