Job Description

Job SummaryAs 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 AFF, FAS and Hybrid Cloud product lines. 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 will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data centre. You'll also be happy to come into the office either full time or hybrid (minimum two days a week).Essential Functions:

• Troubleshoot complex issues related to the NetApp FAS/AFF product line that lower support levels cannot resolve.
• Respond to post-sales customer support issues through various channels, including phone, email, web, chat, or ActiveIQ Automated Case Generation.
• Research and follow up on customer issues with timely recommendations and action plans.
• Collect and analyze multi-platform logs to identify issues and determine root causes, focusing on addressing root causes rather than symptoms.
• Collaborate with other Technical Support Engineers and escalate cases to Escalation Engineers when necessary.
• Leverage internal technical expertise and resources to provide effective solutions to customer issues.
• Publish new knowledge base articles and share best practices with Technical Support Centre staff.
• Provide guidance, advice, feedback, and support to level 1 and level 2 colleagues

• Strong written and verbal communication skills in English, with the ability to document and follow standard engineering principles and practices.
• Mentoring abilities for helping fellow Technical Support Engineers and strong interpersonal communication and customer service skills in stressful situations.
• Ability to work well within a team, manage multiple work streams, and work under pressure.
• Strong aptitude for learning new technologies and applying them in a customer-facing environment, with an analytical approach to problem-solving.
• Experience in troubleshooting methodologies and previous experience with case management systems.
• Expertise in two or more of the following areas: NetApp hardware architecture, RAID concepts, SAN and/or NAS storage, NetApp Cluster-Mode Storage Solutions, Data ONTAP operating system, NetApp Storage Management Software Suite, NetApp Data Protection Software, Data tiering concepts, NVMe-oF, UNIX/Linux and Microsoft Windows environment configuration and administration, or knowledge of enterprise application interoperability (e.g., Microsoft Exchange, SQL Server, Oracle, SAP), server and desktop virtualization solutions (e.g., VMware, Hyper-V, Citrix), cloud solutions (e.g., AWS, Google Cloud, Azure)

• 3 - 5 years of experience in UNIX, Storage administration or technical support.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience

NetApp