Technical Support Engineer

NetApp, Inc. • Wichita, KS

5d

About The Position

As a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp Cloud Volumes OnTap and BlueXP products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions to multi-system, multi-vendor, and multi-network interoperability issues.

To be successful in this role, you must be a motivated self-starter and self-learner and possess a strong customer service mentality. This role provides you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center.

Requirements

• Strong written and verbal communication skills in English
• Experience in troubleshooting methodologies
• Expertise required in two or more of the following areas:
• NetApp Cluster-Mode Storage Solutions and related technologies
• Data ONTAP operating system and NetApp High-Availability (HA) technology
• NetApp Storage Management Software Suite
• NetApp Data Protection Software and related backup technology
• Performance issues relating to NetApp storage solutions
• UNIX/Linux configuration, administration and technical support
• Microsoft Windows environment configuration, system administration and technical support
• NAS and/or SAN storage and surrounding infrastructure
• Interoperability of enterprise applications (e.g., Microsoft Exchange, Microsoft SQL Server, Oracle, SAP) with NetApp storage systems and solutions
• Server and Desktop Virtualization Solutions (e.g., VMware, Microsoft HyperV, Citrix)
• One or more cloud solutions: AWS, Google Cloud, Azure, Cloud orchestration (K8s)
• Data tiering concepts
• NVMe-oF
• BMC & IP
• 3+ years of experience in UNIX, Windows networking administration, Devops, Cloud, Data Warehousing or technical support is required
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience

Responsibilities

• Troubleshoot complex issues related to BlueXP and Cloud Volumes OnTap product line, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS) unresolved by lower support levels
• Respond to post-sales customer support issues raised via phone, email, web, chat, or internally through ActiveIQ Automated Case Generation
• Research customer issues promptly and follow up directly with recommendations and action plans
• Collect and analyze multi-platform logs to identify issues and determine root cause
• Focus on addressing the root cause rather than symptoms
• Maintain keen attention to detail, recognize patterns, and have an interest in problem solving
• Collaborate with other Technical Support Engineers to quickly facilitate solutions
• Escalate cases to Escalation Engineers when problems are too complex or outside specific expertise
• Leverage internal technical expertise, including senior engineers, knowledge base, and internal tools, to provide effective solutions
• Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
• Share best practices with Technical Support Centre staff and learn about new technologies and complementary storage applications

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 (RSU’s)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees