Technical Support Engineer
About The Position
The Technical Support Engineer provides technical support to customers and partners, ensuring mission-critical NetApp systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. This escalation role handles complex issues unresolved by initial product support and requires strong hardware and software expertise, proactive problem-solving, and excellent customer service. The engineer may occasionally design and deliver technical training or brown-bag sessions and reports design, reliability, or code issues to software engineering. An interest in AI and openness to AI-driven tools are considered added values. The role involves working weekend night shifts on Friday, Saturday, and Monday to handle high-criticality and priority customer calls and cases managed through queues.
Requirements
- Minimum 10 years in a similar technical support role.
- Bachelor’s degree in Engineering or Computer Science, or equivalent experience.
- Good written and verbal communication skills.
- Strong interpersonal communication and customer service skills for working with customers in high-stress or ambiguous situations and collaborating with GEO peers.
- Strong aptitude for learning new technologies and applying them in customer-facing environments.
- Ability to follow standard engineering principles and practices.
- Creative, proactive approach to problem-solving.
- Ability to multitask, manage workload, and prioritize based on business impact.
- Understanding of AI tools, systems, and practices.
- Willingness to work weekend night shifts on Friday, Saturday, and Monday.
Nice To Haves
- Expertise in enterprise backup tools, replication technologies, backup strategies, and recovery concepts.
- Knowledge of NetApp ONTAP architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), and object storage (S3).
- Knowledge of networking fundamentals, including TCP/IP, VLANs, and routing.
- Knowledge of virtualization and platform integration, including VMware and container storage.
- General knowledge of cloud and hybrid storage concepts, including S3, Blob, and EBS.
- Root cause analysis across storage, network, and backup layers, and performance analysis.
- Exposure to UNIX/Linux configuration, administration, and technical support.
- Exposure to Microsoft Windows configuration, system administration, and technical support.
- Experience with interoperability between enterprise applications such as Oracle, SAP, Microsoft Exchange, or Microsoft SQL Server and storage systems.
- Exposure to server and desktop virtualization solutions such as VMware, Hyper-V, and XenServer.
- Experience with backup solutions for enterprise applications.
- Knowledge of Snapshot/ShadowCopy technology.
- Interest in and openness to using AI-driven tools.
Responsibilities
- Address technical issues unresolved by initial NetApp product support.
- Collaborate with other NetApp Technical Support teams or escalate complex cases to Engineering.
- Create knowledge base articles to share information and best practices.
- Develop deep technical expertise in NetApp ONTAP architecture, Core, Hardware, WAFL, NAS, SAN, and Performance.
- Troubleshoot challenging technical issues while prioritizing excellent customer service.
- Occasionally design and deliver technical training or brown-bag sessions.
- Report design, reliability, or code issues to software engineering.
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)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
