Technical Support Engineer - First shift

$100,000 - $130,000/Yr

NetApp - Durham, NC

Full-time - Mid Level

Durham, NC

Computer and Electronic Product Manufacturing

About the position

The Technical Support Engineer role is designed for individuals who thrive in a fast-paced technical environment and possess strong customer service skills. This position involves diagnosing and troubleshooting complex software and network issues in an AWS environment, while also providing high-quality solutions to partner escalations. The engineer will work closely with Tier 1 support partners and NetApp engineering teams to enhance processes and workflows based on data analysis, ensuring that service level agreements (SLAs) are met.

Responsibilities

• Deliver high-quality solutions to partner escalations through email, phone, and chat.
• Diagnose, troubleshoot, and debug complex software, file system, or network systems in an AWS environment.
• Report design, reliability, and maintenance problems or bugs to NetApp engineering teams.
• Drive issue mitigation with Tier 1 support partners and deliver workarounds or solutions.
• Train Tier 1 support partners and enhance team processes and workflows based on data analysis.

Requirements

• A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services.
• Solid understanding of storage and networking infrastructure, Windows and Linux file services, AWS console, compute, storage, networking, and debugging tools.
• Excellent interpersonal communication and customer service skills.
• Strong aptitude for learning new technologies in a customer-facing environment.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Experience in working with Enterprise customers globally.
• Willingness to work after hours and handle weekend on-call functions.

Nice-to-haves

• Exposure to AWS environments and/or AWS Certification.

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)