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Title:  Senior Escalation Engineer (SolidFire/Virtualization/Solutions Support)


Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  28673


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.

Job Summary

As an Escalation Engineer for HCI and Solutions Support you provide engineering support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Beyond these duties, you will also work with Engineering, Development, and Product Managers to drive the quality and success of the product from the global Support perspective. 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 global technical leader and a subject matter expert; and have a strong customer service orientation and experience.

You must also be able to help create a shared vision for Solutions Support as well as the HCI product and work with the various stakeholders within NetApp to execute on this strategy. 

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 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. 
  • Represent NetApp in support meetings with the customers.
  • Create documentation and post-mortem analyses of escalations.
  • Share core knowledge with team members through trainings.
  • Drive supportability improvement for the HCI product.
  • Construct development and training plans to steer the growth of the support team.
  • Continual assessment of existing tools to determine viability and creation of new more efficient tools.
  • Proactive disposition towards case prevention including identification, creation, and eventual delivery of training
  • Development of long term support strategy regarding the Solution Support Model.
  • Partner closely with TSM to Sr Director level to identify gaps in knowledge and create action plans to close these
  • Be a voice of SolidFire/HCI and Solution Support for EMEA but also globally when building strategy for the product such including interfacing with Engineering or Product teams in strategic meetings


  • Demonstrated excellent written and verbal communication skills. 
  • Demonstrated excellent customer service experience working with customers in high stress situations on complex problems. 
  • Knowledge of the NetApp HCI product and support practices
  • Overall knowledge of NetApp products and strategy
  • Intimate knowledge of the NetApp Solution Support Process
  • Ability to challenge processes and drive change


In-depth knowledge of:

  • Virtualization, especially as it relates to the HCI product
  • Linux container administration
  • NetApp OnTap knowledge
  • Windows 2008/2012/2016 configuration, system administration and technical support. 
  • Troubleshooting block storage protocols (FC, iSCSI).
  • SAN storage and surrounding infrastructure (Brocade, cisco, virtualization).
  • RAID and storage systems
  • Network architectures including the roles of routers, and switches


Strong understanding of:

  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
  • Seven to Ten years of experience with NetApp systems.
  • Ability to follow standard engineering principles and practices.
  • Creative approach to problem solving.



  • 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.
  • The ideal candidate will be a proactive contributor and subject matter expert.
  • To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.


  • 8 – 12 years of storage or relevant IT experience is required.
  • A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.


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.


Join us and see what empowerment can do. 

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