Title:  Technical Support Engineer - First Shift

Location: 

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

Requisition ID:  87922

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

Technical Support Engineer: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

 

This opportunity is on our Performance team, which requires a unique combination of technical support and data analysis. Performance is a symptom of another underlying issue, and therefore research and data analysis is also a key part of what this team does.

 

*** Role may be located in Research Triangle Park (RTP) NC or Wichita KS. ***

*** This is a first shift position, with a schedule of Monday-Friday 10am - 7pm EDT/9am - 6pm CDT. ***

 

Job Requirements

•Basic understanding of several of the following protocols and applications:

- ONTAP or storage in general

- NAS: CIFS and NFS, TCP/IP and Networking

- Windows and/or UNIX/Linux

- SAN

- Data Protection

- Statistical Analysis using Performance Archive

- CPU utilization

- Monitoring tools, such as UCUM

- Packet traces

 

•Solid written, verbal, interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.

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

•Ability to follow standard engineering principles and practices.

•Creative approach to analyzing and researching data, and problem solving.

 

•Responsibility -The types of tasks this individual is responsible for are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.

 

•Interaction -This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required. General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities. 

Education

Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience; or equivalent combination of relevant education/training/certifications and applicable professional work 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. 


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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