Technical Support Engineer
NetApp
Job Summary
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 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.
Essential Functions
- Troubleshooting complex issues related to the NetApp FAS/AFF product line, customer environments and associated NAS protocols (CIFS, NFS)that could not be resolved by lower levels of support
- Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via ActiveIQ Automated Case Generation.
- Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
- Collection and analysis of multi-platform logs to identify issues and determine root cause.
- Focus on addressing the root cause of the problem rather than the symptoms.
- Keen attention to detail, memory of patterns, and interest in problem solving
- Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
- Escalate cases to 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.
- Publish new knowledge base articles to share information for reuse by customers and Technical Support Centre personnel
- Share best practices with Technical Support Centre staff and learn about new technologies and complimentary storage applications.
Job Requirements
- Strong written and verbal communication skills in English and German
- Experience in troubleshooting methodologies
- Must have expertise in two or more of the following areas:
- 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
- The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions
- Server, and Desktop Virtualization Solutions (such as VMware, Microsoft HyperV, Citrix) • Performance issues relating to NetApp storage solutions
- One or more cloud solutions: AWS Cloud solutions, Google Cloud solutions, Azure Cloud solutions, Cloud orchestration (K8s)
- Data tiering concepts
- NVMe-oF
- BMC & IPM
Education
- 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
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 laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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 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 favourite 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.