Title:  Technical Support Engineer - Weekend Days

Location: 

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

Requisition ID:  84386

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: Opportunity for a 3-day work week!

 

** This is a day shift opportunity located in Research Triangle Park (RTP) NC or Wichita KS. The schedule is Saturday, Sunday, and Monday days, 7am-8pm ET/6am-7pm CT. **

 

As a Technical Support Engineer on our Weekend Days team, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the SolidFire/HCI product line. Support incidents can range from various hardware and/or 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 must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

 

Essential Functions:
• Respond to post sales customer support issues, raised by the customer via phone/email/web, or internally via Active Support.
• Participate in SolidFire Active Support, monitoring and managing alerts.
• 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/HCI product.
• Collection and analysis of multi-platform logs to identify issues and determine root cause.
• Case and Incident management.
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most 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 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.
• Mentor colleagues to help the team grow.
• Deliver training material for NetApp employees and Partners.

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.
 

Job Requirements

Experience supporting, in a professional work environment, several of the following:
• Windows and/or UNIX/Linux 
• TCP/IP and Networking
• Virtualization
• Storage Administration
• Network storage protocols
• Working with case management systems

 

• Ability to work under pressure while exercising strong verbal and written communication skills
• Ability to 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.

Education

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

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. 


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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