Title:  Technical Support Engineer - Weekend Days

Job Summary

***Unique opportunity to support all areas of NetApp within a 3 day workweek. This particular opportunity will likely cover all verticals within the Support Center, with an emphasis on our ONTAP offerings.***

The Technical Support Engineer on our weekend days team provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. You respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You report design, reliability, and maintenance problems or bugs to design engineering/software engineering. You also may be involved in customer installation and training, and provide support to customers/users where the product is highly technical or sophisticated.

This is a weekend day opportunity with a 3-day workweek consisting of Saturday, Sunday, and Monday - 7am-8pm ET/6am-7pm CT and can be located in Wichita, KS or Raleigh/Durham, NC.

Job Requirements

Solid understanding of the following protocols and applications:

• Analyzing and tuning storage performance
• NetApp Storage System operating systems such as Data ONTAP
• NetApp solutions developed around specific applications involving FAS storage systems
• The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
• NFS, the UNIX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• SAN connectivity methodologies for storage systems
• TCP/IP and Networking 

Must have at least 1 or more area(s) of expertise such as:

• NetApp hardware platforms and peripheral devices
• Data ONTAP operating system and NetApp High-Availability (HA) technology
• UNIX/Linux configuration, administration, and technical support
• Microsoft Windows environment configuration, system administration, and technical support
• NAS and/or SAN storage and surrounding infrastructure
• Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
• NetApp Cluster-Mode Storage Solutions and related technologies
• 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)

Education

• Typically requires a Bachelor’s degree and a minimum of 5 years of related experience; or an advanced degree with 3-5 years of experience; or equivalent combination of related education/certifications/training and applicable professional work experience
• Sound written and interpersonal communication and customer service skills are needed in order to work successfully with customers in high-stress and/or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment