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Title:  Technical Support Engineer (Hardware)


Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  39173
Job Summary

As a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents 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.
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
  • Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport.
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
  • 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.
  • Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.
  • Drive resolutions of customer issues in technically complex or high business impacting situations, while providing professional technical expertise
Job Requirements
  • Creative approach to problem solving. 
  • Good written and verbal communication skills. 
  • Strong troubleshooting skills. 
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. 
  • One of the following languages is an advantage: Italian, Spanish, German, French, Hebrew.
  • Ability to follow standard engineering principles and practices. 
  • Ability to work under stress, handle escalated or sensitive customer situations and multitask as needed. 
  • A team player  
Knowledge of the following is an advantage
  • NetApp Data ONTAP operating system 
  • NetApp MetroCluster
  • Software defined solutions and networking
  • RAID and storage systems
  • Understanding on IP and Fibre Channel
  • SAN storage infrastructure (Broadcom, Cisco)
  • Network architectures including the roles of routers, and switches

A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 5 – 8 years of experience in UNIX, Windows networking administration or technical support is required.

Job Segment: Technical Support, Engineer, Hardware Engineer, Electrical, Computer Science, Technology, Engineering