Title:  Senior Technical Support Engineer - Keystone

Job Summary

As a Senior Technical Support Engineer for Keystone Storage as a Service, you will provide advanced technical support to customers, customer support personnel, and field support staff.  Your role involves monitoring, diagnosing, troubleshooting, repairing, and debugging NetApp Keystone products, including hardware, software, and multi-system/multi-vendor/multi-network interoperability issues. You will respond to situations where first-line product support has failed to isolate or fix problems, ensuring optimal results. This role requires a proactive professional with demonstrated technical problem-solving skills, subject matter expertise, and strong customer service orientation and experience.

Job Responsibilities

• •    Proactive Function: Manage Keystone-specific delivery functions, including hardware, OS, and software releases, critical functionality patches, advisories, vulnerabilities, technical risk mitigation, and firmware updates.
  •    Planning and Execution: Conduct general planning for OS, software, hardware upgrades, patch installations, data migration, and design best practices. Develop and execute roll-back plans and best practices recommendations.
  •    Data Management: Utilize data management tools to oversee Keystone consumption on an estate-wide and per-customer basis, including performance levels, capacity committed and consumed, physical capacity consumed, data efficiency ratio, IOPS delivered, latency delivered, capacity thresholds, and performance thresholds.
  •    Reporting and Maintenance: Collect and maintain data on hardware health, OS version status, firmware status, incident status, EOS status, on-site installed tool status, software licensing status, support contract, and entitlement status.
  •    Push Communications and Interfacing: Interface with Keystone Success Managers, Support Account Managers, Deployment Team, Keystone Support Team, and customers. Disseminate customer bulletins and work closely with Site Advanced Troubleshooting: Diagnose and resolve complex issues related to Keystone products, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS).
  •    Customer Support: Respond to post-sales customer support issues via phone, email, web, or chat.
  •    Research and Analysis: Collect and analyze multi-platform logs to identify issues and determine root causes.
  •    Collaboration: Work closely with other Technical Support Engineers and escalation teams to facilitate quick solutions and identify defects.
  •    Knowledge Sharing: Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.
  •    Mentorship: Mentor and coach fellow Technical Support Engineers, share best practices, and influence decisions within immediate and adjacent teams.
  Service Delivery and Reporting
  •    Service Level Objectives (SLOs): Maintain availability SLO of 99.999% for Unified and Block Optimized Data Storage Types, performance SLOs targeting 90th percentile latency for target minimum IOPs, and sustainability SLOs for maximum watts consumption per ONTAP A-/C- Series Storage Array.
  •    Technical Support SLO: Respond to incident tickets based on priority levels assigned by Keystone support.
  •    Design Services: Design solution and determine STaaS Products required to deliver STaaS Services.
  •    Metering/Monitoring: Perform capacity consumption metering and basic health and performance monitoring using the Monitoring Tool.
  •    Notification: Notify end users of basic incidents that may affect delivery or use of STaaS services through the Monitoring Tool.
  •    Technical Support: Provide technical support by email or telephone.
  •    Capacity, Health, and Performance Management: Manage STaaS products to deliver STaaS services.
  •    Updates: Identify, plan, and optionally install updates and patches in coordination with end users

Job Requirements

•    Experience: 12+ years of relevant technical support experience.
•    Technical Skills: Extensive hands-on experience with networking protocols and storage technologies (e.g., NFS, CIFS, SAN, iSCSI, TCP/IP, RAID). Proven experience with NetApp Storage Systems (ONTAP 9 AFF/ASA/FAS, E-Series) and associated management tools.
•    Cloud and Virtualization: Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.
•    Communication: Strong written and verbal communication skills in English, plus one or more of the following languages: Japanese, French, or German.
•    Problem-Solving: Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills. Capacity to proactively identify potential issues, raise concerns early, and propose innovative, preventative resolutions.
•    Interpersonal Skills: Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.
•    Technical Expertise: Familiarity with ancillary technologies such as DNS, NIS, and Active Directory. Expertise in performance troubleshooting, including diagnosing issues in NetApp systems (throughput, latency, high-load bottlenecks).
•    Collaboration: Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.

Education