Title:  Manager, Technical Support - First Shift

Location: 

Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228

Requisition ID:  100054

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?

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization." -George Kurian, CEO

Job Summary

Job Summary

In NetApp’s Support organization, we aspire to be the standard by which other support organizations are measured against.   We drive towards this vision by continuously improving the support experience by learning from every interaction. With over 350 hybrid cloud experts in the Americas Support organization, we strive to provide our customers with leading edge solutions to help them through every aspect of their digital transformation journey. 
This Technical Support Manager position oversees the relationship and technical support of our FSx AWS contract in a Follow the Sun model, working with 3rd level support specialists who are diagnosing, troubleshooting, and repairing one or more of the following: software systems/applications, and networking systems. You'll have the opportunity to supervise engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. The Technical Support Manager establishes and maintains lines of communication with multiple organizations, and selects, develops, and evaluates personnel to ensure the efficient operation of the function.

* Opportunity can be located at our Wichita, KS or Research Triangle Park (RTP), NC location. *Hours are 10am Eastern to 7pm Eastern/9am Central to 6pm Central.

Job Requirements

  • Lead Technical Support Engineers and Escalation Engineers, who are diagnosing, troubleshooting, and repairing complex customer issues related to products and solutions across the NetApp product portfolio
    Customer service experience working with customer in high stress or ambiguous situation on complex problems often technical in nature
     Experience leading teams of 8-12 individuals 
     Experience in cross-organization collaboration and communication skills 
     Experience hiring, managing, and developing employees 
     A continuous improvement mindset with the desire to learn and grow 
     Ability to work in a fast-paced, reactive, changing, and sometimes demanding atmosphere 
     Skilled at talent management including assessment, deployment, development, reward, and retention 
     Implement strategies focused on driving continual improvement to Support delivery and the overall customer Support experience 
     Recruit, train and develop staff to support cloud data services, and aaS offerings 
     Achieve/exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.) 
     Oversee regular operational reviews, including performance reporting and continuous improvement progress 
    2+ years team management experience, with a proven ability to supervise delivery activities, implementations and change

     
  • NOTE: For this particular Management opportunity, we seek an individual with clearly identifiable experience leading teams in the cloud and/or SaaS industry, preferably with AWS. This includes the use of data and tools (automation) to enable customer success and operational scenarios
    Preferred: AWS certification 

Education

Typically requires a BS/BA and a minimum of 5-8 years relevant experience, including a minimum of 2-5 years of direct people management experience; or equivalent combination of relevant certifications/training and years of applicable experience. 
At least 2 years previous management experience with direct reports in a fast paced, high change, customer facing support environment is required. Preferred background includes experience in the field of technical support as well as experience managing a cloud support team, preferably with AWS.

 

 

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

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. 

U.S. Residents Only: In accordance with NetApp’s Policy, all U.S. employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions and reasonable accommodation must be established.


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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