Senior Technical Support Engineer - Keystone

NetApp, Inc.

80d • $172,550 - $256,300

About The Position

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.

Requirements

• 12+ years of relevant technical support experience.
• 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.
• Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.
• Strong written and verbal communication skills in English, plus one or more of the following languages: Japanese, French, or German.
• Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills.
• Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.
• 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).
• Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.

Responsibilities

• Manage Keystone-specific delivery functions, including hardware, OS, and software releases, critical functionality patches, advisories, vulnerabilities, technical risk mitigation, and firmware updates.
• Conduct general planning for OS, software, hardware upgrades, patch installations, data migration, and design best practices.
• Utilize data management tools to oversee Keystone consumption on an estate-wide and per-customer basis.
• 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.
• Interface with Keystone Success Managers, Support Account Managers, Deployment Team, Keystone Support Team, and customers.
• Diagnose and resolve complex issues related to Keystone products, customer environments, and associated cloud environments.
• Respond to post-sales customer support issues via phone, email, web, or chat.
• Collect and analyze multi-platform logs to identify issues and determine root causes.
• Work closely with other Technical Support Engineers and escalation teams to facilitate quick solutions and identify defects.
• Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.
• Mentor and coach fellow Technical Support Engineers, share best practices, and influence decisions within immediate and adjacent teams.
• Maintain availability SLO of 99.999% for Unified and Block Optimized Data Storage Types.
• Respond to incident tickets based on priority levels assigned by Keystone support.
• Design solution and determine STaaS Products required to deliver STaaS Services.
• Perform capacity consumption metering and basic health and performance monitoring using the Monitoring Tool.
• Notify end users of basic incidents that may affect delivery or use of STaaS services through the Monitoring Tool.
• Provide technical support by email or telephone.
• Manage STaaS products to deliver STaaS services.
• Identify, plan, and optionally install updates and patches in coordination with end users.

Benefits

• Health Insurance
• Life Insurance
• Retirement or Pension Plans
• Paid Time Off (PTO)
• Various Leave options
• Performance-Based Incentives
• Employee stock purchase plan
• Restricted stocks (RSUs)

What This Job Offers

• Career Level: Senior
• Number of Employees: 5,001-10,000 employees