Title:  Technical Support Engineer

Job Summary

We are seeking a team player and self-motivated individual to work in a fast-paced, high-pressured, multi-functional environment providing remote technical support to NetApp Customers, Partners, Field Engineers, L1 Engineers and other internal NetApp personnel via phone, email, and remote sessions. Role focuses on diagnosing, troubleshooting, and debugging complex problems associated with NetApp Hardware and Software. The individual will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSE will document all pertinent information pertaining to case in CRM. TSE will be expected to capture knowledge learned in knowledge base articles and contribute to the shift left philosophy applying the KCSv6 Solve loop best practices. The TSE will be expected to work on all priority cases (P1 – P4) and engage in troubleshooting beyond what has been previously documented. To be successful in this role, you must be a self-motivated individual that that actively seeks solutions using customer service centric technical problem-solving skills. You must be someone who embraces challenges and enjoy mentoring L1 Engineers.

Job Requirements

• Resolve customer incidents reported via chat, phone, through the NetApp Support Site, or Active IQ with customers, partners, and internal field engineers.
• Read and analyze various system and application logs to determine where an issue is.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Provide timely updates to customers on status and progress of cases and properly set expectations.
• Prioritize and manage several open issues at one time.
• Participate actively in level 1 Swarming events.
• Collaborate with other Technical Support Engineers who may need assistance working a case.
• Achieve KCS Publisher within 12 months of start date.
• Create, link and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
• Ensure issues are documented thoroughly in the Case Management system, clearly citing customer’s problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.
• Begin to focus on an area of technical specialization and attend classes, complete lab projects, collaborate with other Technical Support Engineers on cases that will help cultivate that expertise

Competencies:

• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. 
• Ability to follow standard process, technical product support principles, and practices, escalating when necessary. 
• Follows instruction and process in their approach to problem solving.
• Good troubleshooting skills 
• Solid understanding of some of the following protocols and applications: 
  • NFS, the Network File System protocol 
  • SMB, the Server Message Block protocol 
  •  SAN connectivity methodologies for storage systems
  • TCP/IP and Networking 
  • RAID Levels and fundamentals 
  • NetApp Storage System operating systems such as ONTAP, Element OS or Santricity 
  • NetApp solutions developed around specific applications involving E-Series, SolidFire and/or FAS/AFF storage systems 

Education

A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.