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We are seeking a team player and self-motivated individual to work in a fast-paced, high-pressured, multi-functional environment providing remote technical support to NetApp Customers, Partners, Field Engineers, L1 Engineers and other internal NetApp personnel via phone, email, and remote sessions. Role focuses on diagnosing, troubleshooting, and debugging complex problems associated with NetApp Hardware and Software. The individual will respond to situations where first-line product support has failed to isolate or fix problems in the field. TSE will document all pertinent information pertaining to case in CRM. TSE will be expected to capture knowledge learned in knowledge base articles and contribute to the shift left philosophy applying the KCSv6 Solve loop best practices. The TSE will be expected to work on all priority cases (P1 - P4) and engage in troubleshooting beyond what has been previously documented. To be successful in this role, you must be a self-motivated individual that actively seeks solutions using customer service centric technical problem-solving skills. You must be someone who embraces challenges and enjoys mentoring L1 Engineers.
