Technical Support Engineer

Position Overview

As 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 Cloud Volumes OnTap and BlueXP products. Support incidents can range from hardware and/or software issues with NetApp storage systems and solutions to multi-system, multi-vendor, and multi-network interoperability challenges.

To be successful in this role, you must be a motivated self-starter and self-learner with a strong customer service mentality. This position offers an opportunity to hone your technical skills by learning and supporting infrastructure built for the next generation data center.

Key Responsibilities:

• Troubleshoot complex issues related to BlueXP and Cloud Volumes OnTap product line, customer environments, and associated cloud environments (Azure, Google Cloud Provider, AWS) unresolved by lower support levels.
• Respond to post-sales customer support issues raised via phone, email, web, chat, or internally through ActiveIQ Automated Case Generation.
• Research customer issues promptly and follow up directly with recommendations and action plans.
• Collect and analyze multi-platform logs to identify issues and determine root cause.
• Focus on addressing the root cause rather than just the symptoms.
• Collaborate with other Technical Support Engineers to facilitate quick solutions.
• Escalate cases to Escalation Engineers when problems are too complex or outside specific expertise.
• Leverage internal technical expertise, including senior engineers, the knowledge base, and internal tools, to provide effective solutions.
• Publish new knowledge base articles for reuse by customers and Technical Support Centre personnel.
• Share best practices with Technical Support Centre staff and stay updated on new technologies and complementary storage applications.

Required Qualifications:

• Strong written and verbal communication skills in English.
• Experience in troubleshooting methodologies.
• Expertise in two or more areas, including:
  • NetApp Cluster-Mode Storage Solutions and related technologies.
  • Data ONTAP operating system and NetApp High-Availability (HA) technology.
  • NetApp Storage Management Software Suite.
  • NetApp Data Protection Software and related backup technology.
  • Performance issues relating to NetApp storage solutions.
  • UNIX/Linux configuration, administration and technical support.
  • Microsoft Windows environment configuration, system administration and technical support.
  • NAS and/or SAN storage and surrounding infrastructure.
  • Interoperability of enterprise applications (e.g., Microsoft Exchange, Microsoft SQL Server, Oracle, SAP) with NetApp storage systems and solutions.
  • Server and Desktop Virtualization Solutions (e.g., VMware, Microsoft HyperV, Citrix).
  • One or more cloud solutions: AWS, Google Cloud, Azure, Cloud orchestration (K8s).
  • Data tiering concepts.
  • NVMe-oF.
  • BMC & IP.
• Experience Required: 3+ years of experience in UNIX, Windows networking administration, Devops, Cloud, Data Warehousing or technical support.
• Education: Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.

Benefits & Perks

• Compensation: The target salary range for this position is 79,050 - 117,700 USD. The salary 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 aligned with industry standards.
• Benefits: Comprehensive benefits package including 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), subject to regional variations.
• Hybrid working environment with some in-office and/or in-person expectations.