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Title:  Technical Support Engineer

Location: 

Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  40922
Job Summary

As a Technical Support Engineer, you will provide advanced technical support to customers, customer support personnel, and field support staff, focused on NetApp system Performance troubleshooting, debugging, diagnosing and repair. Support incidents are related to Performance situations and can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.
Your regular customer contacts will be mid-sized business or enterprise experienced storage administrators or system engineers and you will be their trusted advisor, consulting them on performance corrections, improvements and optimization. To be successful in this role, you must be a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center.

What do you do as a Technical Support Engineer?

  • Troubleshoot, debug and resolve technical customer issues via the telephone, mail, remote sessions or live chat 
  • Collaborate with or escalate cases to other Technical Support Engineers and/or Escalation Engineers when the problem falls out of your area of expertise in order to most quickly facilitate solutions for customers
  • Collaborate with other roles in the company such as Sales and Solution Engineers for clarity and alignment on the technical solution
  • For multi-vendor situations, work with partners (VMware, Microsoft etc.) on achieving the technical solution
  • Create new knowledge base content to share information and best practices for reuse throughout the Technical Support Center
  • Technology evolves rapidly – you keep learning and growing to continuously be a trusted advisor to many highly technical customers
Job Requirements
  • Good written and verbal communication skills in English and German with additional preference German or French
  • Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience
  • Passion and ability to learn new technologies in a fast-pace environment
  • Work well in a team environment and be a proactive contributor to team development projects
  • Creative approach to problem solving and demonstrate a ‘can-do’ attitude
  • High ability to multi-task, manage workload and define priorities based on business impact of issues

 

Knowledge and proven experience in at least two of the following areas: 

  • Storage administration
  • Storage architecture and performance
  • Data management systems
  • Virtualization
  • Filebased access protocols (NFS/CIFS)
  • SAN connectivity
  • TCP/IP and networking
Education

Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.


Job Segment: Technical Support, Consulting, Engineer, Data Management, Virtualization, Technology, Engineering, Data