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Title:  Technical Support Engineer


Schiphol-Rijk, NL, 1119 PZ

Requisition ID:  41907
Job Summary

As a Technical Support Engineer you provide support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. 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; and a subject matter expert; and have a strong customer service orientation and experience.  

Essential Functions
  • Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
  • Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
  • Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
  • Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center.
  • Focus on SAN specialization and build technical expertise in these areas.
  • 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. 
  • Strong experience in SAN environments.
In-depth knowledge of
  • UNIX configuration and administration.
  • Windows 2008/2012/2016 configuration, system administration.
  • Troubleshooting block storage access protocols (FC, SAS, iSCSI, FCoE).
  • SAN storage and surrounding infrastructure (Brocade, Cisco).
  • RAID and storage concepts
  • Network architectures including the roles of routers, and switches
  • Virtualization hypervisors troubleshooting (VMware, Hyper-V, Etc.)
  • Multipathing.
Ideal candidate would also possess strong understanding in the following
  • Experience with Hardware implementations.
  • NFS, the UNIX remote file sharing protocol
  • SMB, the Windows NT remote file sharing protocol
  • Working experience with storage 
  • Infiniband, NVMe-of (a plus)
  • 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.
Education & Experience
  • Minimum of 3 years storage experience especially with SAN or relevant IT experience is required.
  • A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.

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