Technical Support Engineer

About NetApp

We’re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can’t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it’s in our DNA. We push limits and reward great ideas. What is your great idea?

'At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization.' - George Kurian, CEO

Job Summary

As a Storage Support Engineer, you provide support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a “take charge” professional with demonstrated technical problem-solving skills; and a subject matter expert; and have a strong customer service orientation and experience (Flexible working).

Job Requirements

• Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
• Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
• Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center
• Focus on E-series and StorageGRID specialization and build deep technical expertise in these areas.
• Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience.
• Good Understanding of following: Hadrware priciples;Object based storage; Distributed data base (Cassandra); S3 Protocol; RAID; iSCSI; Fibber channel; Linux administration;Troubleshooting experience with network trace analysis -> Network troubleshooting experience with wireshark; Virtualization; VMware; Docker-containers; Infiniband, NDMe-of; Data protection; Scripting; Understanding of T10 Protection Information (PI) concepts; TCP practical troubleshooting experience with network trace analysis; Working experience with NetApp Data ONTAP 9.0 and above (a plus).

Skills required

• Minimum of 2 years within a similar Technical support role.
• A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.
• Fluent English +Fluent in at least one of the following languages: French/German/Hebrew/Italian/Spanish.
• Passion and ability to learn new technologies in a fast-pace environment.
• Work well in a team environment and be a proactive contributor to team development projects.
• Creative approach to problem solving and demonstrate a ‘can-do’ attitude.
• High ability to multi-task, manage workload and define priorities based on business impact of issues.
• 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.

Did you know… Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future. If you run toward knowledge and problem-solving, join us. #J-18808-Ljbffr