Job Description

Job SummaryWe at NetApp Inc. are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software andhardware problems with respect to NetApp Storage. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. If you're a motivated self-starter, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.Job Requirements

• Basic understanding of RAID Concepts.
• Good understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
• Familiar with NetApp hardware (FAS, AFF, Disk Shelf) architecture.
• Working knowledge of switches (CISCO / Brocade/ NetApp)
• Understanding of Service Processor/ BMC/ iLO/ RLM functionalities.
• Knowledge of hardware components on Controllers, shelves, ethernet/ FC switches.
• Basics of SAS, FC, ACP cabling.
• Hands on installation, administration and upgradation of drivers and firmware's.
• Familiar with logging methodology on switches, FAS and AFF issues.
• Basic understanding of storage topology (NAS, SAN, DAS).
• Strong communication and negotiation skill for leading critical discussion and

expectation management.

• Strong logical/critical thinking and problem resolution skill.
• Must have at least 2- years of experience in a technical customer support

environment or field experience.

• The individual must have at least 1-year experience with products and technologies

in an Enterprise environment.

• Experience providing enterprise Technical Support.

Desired Skills:

• Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
• Knowledge of Metrocluster architecture.
• Hands on NetApp System Manager / OnCommand suite applications.
• Hands on Ontap 7-mode/ Clustered administration.

Primary Job Functions

• Provide Tier II technical support to enterprise clients, Resellers and Third-party

support providers on complex and escalated scenarios.

• Provide troubleshooting and technical support via phone, Web based tools and email.
• During problem escalations, act as a liaison between customers and Engineering

support.

• Collaborate with other teams and experts whenever required to solve complex

technical issues.

• Continuously develop skills leveraging several learning tools available at NetApp Inc.
• Documents cases, recommendations, and resolutions clearly in the CRM system, takes

ownership of hot and/or more political cases escalated from less senior engineers

• Research, document, and escalate cases as needed.
• Be flexible in working in shifts (4AM IST to 6PM IST).
• Able to address multiple customer issues simultaneously.
• Directly support customers with exceptional verbal and written communication and

troubleshooting skills.

• Active participation in Knowledge base creation, trainings, and other documentation

Education

• 2+ years of experience in a technical support environment
• B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college

NetApp