Technical Support Engineer - Second Shift
NetApp
Job Summary
As a Technical Support Engineer on our 2nd Shift ONTAP Core/Virt team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp ONTAP Core and Virt/ONTAP Select/ONTAP Tools For Vmware product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being 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 center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.
Essential Functions:
• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active
Support.
• Be responsible for monitoring and responding to alerts on customer systems.
• Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.
• Collection and analysis of multi-platform logs to identify issues and determine root cause
Case management:
• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex
or falls out of your specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the
most effective solutions to customer issues.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
Job Requirements
• Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
• Ability to work under pressure and manage multiple work streams
• 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.
• Analytical approach to problem solving.
• Experience in troubleshooting methodologies
• General knowledge of several of the following:
Operating systems including Linux / Windows
NFS, the UNIX remote file sharing protocol
CIFS, the Windows NT remote file sharing protocol
Cloud, Amazon Web Services, Google Cloud Platform, Microsoft Azure
Experience with Containers - especially with Docker, or Kubernetes (Highly Desired)
Troubleshooting block storage access protocols (FC, iSCSI)
SAN connectivity methodologies for storage systems.
RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
Server/storage hardware troubleshooting
Basic Networking concepts TCP/IP and Networking
The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) Responsibility and Interaction
Education
Typically requires a Bachelor's degree and a minimum of 2-5 years of relevant experience; or equivalent combination of applicable education/training/certifications (AWS Azure, Google Cloud, etc) and years of applicable experience in a professional work environment
Compensation:
The target salary range for this position is $78,795 - $117,260. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time 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. Finally, we provide financial savings programs to help you plan for your future.
If you want to help us build knowledge and solve big problems, let's talk.
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.