Technical Support Engineer

NetApp•Morrisville, NC

37d•Hybrid

About The Position

The Technical Support Engineer on our 2nd Shift 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. This individual responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability and maintenance problems or bugs to design engineering/software engineering, and may be involved in customer installation and training. Additionally, you will provide support to customer/users where the product is highly technical or sophisticated in nature. Key skills for this role: Networking experience (preferably with NFS but CIFS is okay as well), and prior experience working with Active Directory at the access troubleshooting level (subnetting, accessing and troubleshooting file, etc). This is a 2nd Shift opportunity on our NAS Team, with a schedule of Monday-Friday, 1pm-10pm local time. Individuals working this schedule receive additional compensation for working off-shift.

Requirements

Sound networking background including the ability to subnet.
Sound Active Directory experience including accessing and troubleshooting files, machines and resources.
Basic understanding of the following protocols and applications: NFS, the UNIX remote file sharing protocol CIFS, the Windows NT remote file sharing protocol SAN connectivity methodologies for storage systems TCP/IP, Networking, and RAID NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS) NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems The usage of tools, logs, and support tools needed to analyze system issues
Solid 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.
Ability to follow standard engineering principles and practices, and a creative approach to problem solving.
Typically requires a Bachelor's degree and a minimum of 2-5 years of related experience; or equivalent combination of relevant education/training and applicable experience in a professional work environment.

Responsibilities

Report design, reliability and maintenance problems or bugs to design engineering/software engineering
Involved in customer installation and training
Provide support to customer/users where the product is highly technical or sophisticated in nature

Benefits

comprehensive benefits package
Health Insurance
Life Insurance
Retirement or Pension Plans
Paid Time Off (PTO)
various Leave options
Performance-Based Incentives
employee stock purchase plan
restricted stocks (RSU's)
volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations.
comprehensive medical, dental, wellness, and vision plans for you and your family.
educational assistance
legal services
access to discounts
financial savings programs to help you plan for your future.