Title:  Technical Support Engineer - Second Shift - Onsite/Hybrid/Remote


Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228 Rochester, NY, US, 14607 Boulder, CO, US, 80302

Requisition ID:  108344

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

As a Technical Support Engineer on our 2nd Shift SolidFire team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp SolidFire and HCI product lines. Support incidents can range from various hardware and software issues with SolidFire/HCI storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. 
To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center!

Essential Functions:
•    Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
•    Be responsible for monitoring and responding to alerts on customer systems.
•    Raising support cases for alerts received by the SolidFire monitoring systems or direct requests from customers.
•    Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
•    Technical troubleshooting of customer environments and the SolidFire product.
•    Collection and analysis of multi-platform logs to identify issues and determine root cause.
•    Case management.
•    Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers. 
•    Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise.
•    Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. 
•    Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
•    Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.


Additional Notes:

This is a second shift position with a schedule of Monday-Friday, 1pm - 10pm local time.  Additional compensation is associated with working an off-shift schedule.


Opportunity can be located in Research Triangle Park (RTP) NC, Boulder CO, Rochester NY, or Wichita KS.


*** For unique work hours such as this we offer the option to work on-site, a hybrid model, or remote with visits to the office up to twice a quarter for team meetings, collaboration, training, etc. Lots of flexibility, however candidates close to one of these locations need only apply! ***


Job Requirements

•    Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
•    Ability to work under pressure and manage multiple work streams
•    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.
•    Analytical approach to problem solving.
•    Experience in troubleshooting methodologies

•    General knowledge of  several of the following:
o    Basic experience with virtualized infrastructure and hypervisors (VMware, Hyper-V, Etc.)
o    Operating systems including Linux / Windows
o    NFS, the UNIX remote file sharing protocol
o    CIFS, the Windows NT remote file sharing protocol
o    Cloud, Amazon Web Services, Google Cloud Platform, Microsoft Azure
o    Experience with Containers - especially with Docker, or Kubernetes (Highly Desired)
o    Troubleshooting block storage access protocols (FC, iSCSI)
o    SAN connectivity methodologies for storage systems.
o    RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
o    NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
o    Server / storage hardware troubleshooting
o    Basic Networking concepts TCP/IP and Networking
o    The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) Responsibility and Interaction
•    Previous experience with case management systems


A desire to work a 2nd shift schedule, where additional compensation is offered for working an off-shift schedule.


Typically requires a Bachelor's degree and a minimum of 2-5 years of relevant experience; or equivalent combination of applicable education/training/certifications (AWS Azure, Google Cloud, etc) and years of applicable experience in a professional work environment

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. 

If the Company determines this role will be performed in Colorado, the starting salary for this position is [[approximately $74,000]]. 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: 2nd Shift, Cloud, Technical Support, Technical Support Engineer, Linux, Night, Technology, Engineering