NPI/RCA Engineer

| Greater Boulder Area
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Job Summary: 
There are many reasons why NetApp’s increasing our leadership in data management. Our open-minded and collaborative culture is key. We gather around white boards every day, pushing ourselves and each other to think smarter, break through barriers and shape more intelligent solutions. Creativity is core to our engineering organization. But it’s the empowerment, diversity of thought and work/life balance we offer that will help you keep it center stage. 

As a New Product Introduction /Root Cost Analysis Engineer here at NetApp you will provide technical support for new product introduction through product end of life. Specific areas of focus will be in diagnosing, reproducing, and fixing hardware and software issues. You will troubleshoot NetApp or third party hardware to assist with problem isolation and resolution, and write shell or Python scripts to perform tests on the products. To be successful in this role, you must be a motivated self-starter and self-learner; possess strong customer service and technical problem solving skills; and be someone who embraces challenges. 


Job Summary: 
There are many reasons why NetApp’s increasing our leadership in data management. Our open-minded and collaborative culture is key. We gather around white boards every day, pushing ourselves and each other to think smarter, break through barriers and shape more intelligent solutions. Creativity is core to our engineering organization. But it’s the empowerment, diversity of thought and work/life balance we offer that will help you keep it center stage. 

As a New Product Introduction /Root Cost Analysis Engineer here at NetApp you will provide technical support for new product introduction through product end of life. Specific areas of focus will be in diagnosing, reproducing, and fixing hardware and software issues. You will troubleshoot NetApp or third party hardware to assist with problem isolation and resolution, and write shell or Python scripts to perform tests on the products. To be successful in this role, you must be a motivated self-starter and self-learner; possess strong customer service and technical problem solving skills; and be someone who embraces challenges. 

Essential Functions: 
- Research products issues in a timely manner and follow up directly with the internal team with recommendations and action plans. 
- Escalate cases to more senior Sustaining Engineers and/or Escalation Engineers when the problem is too complex or falls into their specific area of expertise. 
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to knowledge base in order to provide the best solutions to customer issues. 
- Create new knowledgebase articles to capture new learnings for reuse throughout the center. 
- Write basic shell or Python scripts to extract log information and perform tests on the returned products. 
- Participate in technical communication meetings to learn about new technologies and complimentary storage applications. 
- Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Engineers on cases which will help cultivate that expertise. 
- Assist other Sustaining Engineers working on customer cases within your area of expertise.
Requirements; 

This position requires good written and verbal communication skills, good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and/or ambiguous situations. 

In order for you to be successful in this role you Must have recent experience with/in; 
• writing shell or Python scripts to perform tests on the products 
• as a technical support professional, specifically for new product introduction through product end of life. 
• diagnosing, reproducing, and fixing hardware and software issues. 
• strong customer service and technical problem solving skills 

Additionally, you Must have intermediate to advanced expertise in the following technical areas; 
• - Backup and Recovery 
• - NFS, the UNIX remote file sharing protocol 
• - CIFS, the Windows NT remote file sharing protocol 
• - Proficiency in data manipulation and presentation tools such as Excel and PowerPoint in order to create graphs/charts to show trends of any failure. 
• - Ability to follow standard engineering principles and practices. 
• - Creative approach to problem solving. 
• - Basic understanding of TCP/IP and or RAID protocols and applications. 
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. 

Responsibility and Interaction: 

- Responsibility: 
- The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems. 
- Interaction: 
- This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required. 
- General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities. 
- The ideal candidate will be an important contributor or lead on team projects. 

Cool tech. Hot prospects. Inspiring colleagues. The chance to move your innovative ideas forward faster at quarterly global innovation challenges. You’ll find all sorts of things at NetApp that keep you motivated and engaged. And which help you deliver outstanding technical performance — ours and yours. 

What’s more, whatever your role, you’ll be part of a team that’s united in spirit, but diverse in thought and background.

Education & Experience: 

- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or 4 yrs of experience in UNIX/Linux, networking or technical support is required. 
- Demonstrated proficiency in requirements listed.

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Location

We have a beautiful Boulder office, with amazing Flatiron views, on the vibrant downtown Pearl Street.

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