Title:  Technical Support Engineer

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 the NetApp AFF, FAS and Hybrid Cloud product lines. 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, 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.

Essential Functions

• Troubleshooting complex issues related to the BlueXP and Cloud Volumes OnTap product line, customer environments and associated cloud environments (Azure, Google Cloud Provider, and AWS) that could not be resolved by lower levels of support
• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via ActiveIQ Automated Case Generation.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Collection and analysis of multi-platform logs to identify issues and determine root cause.
• Focus on addressing the root cause of the problem rather than the symptoms.
• Keen attention to detail, memory of patterns, and interest in problem solving
• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
• Escalate cases to Escalation Engineers when the problem is too complex or falls out of your 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.
• Publish new knowledge base articles to share information for reuse by customers and Technical Support Center personnel
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.

Job Requirements

• Strong written and verbal communication skills in English
• Experience in troubleshooting methodologies
• Must have expertise in two or more of the following areas:
  • NetApp Cluster-Mode Storage Solutions and related technologies
  • Data ONTAP operating system and NetApp High-Availability (HA) technology
  • NetApp Storage Management Software Suite
  • NetApp Data Protection Software and related backup technology
  • Performance issues relating to NetApp storage solutions
  • UNIX/Linux configuration, administration and technical support
  • Microsoft Windows environment configuration, system administration and technical support
  • NAS and/or SAN storage and surrounding infrastructure
  • The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions
  • Server, and Desktop Virtualization Solutions (such as VMware, Microsoft HyperV, Citrix)
  • One or more cloud solutions: AWS Cloud solutions, Google Cloud solutions, Azure Cloud solutions, Cloud orchestration (K8s)
  • Data tiering concepts
  • NVMe-oF
  • BMC & IPM

Education

• 3 – 5 years of experience in UNIX, Storage administration or technical support.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience