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 SolidFire product line. Support incidents can range from various hardware and/or software issues with SolidFire 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, possess strong customer service and technical problem solving skills; and be someone who embraces challenges. 

Essential Functions: 

• Respond to post sales customer support issues, raised by the customer via phone/email/web, or internally via Active Support. 
• Participate in SolidFire Active Support, monitoring and managing alerts. 
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
• Technical troubleshooting of customer environments and the SolidFire product. 
• Collection and analysis of multi platform logs to identify issues and determine root cause. 
• Case and Incident management. 
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most 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 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. 
• Mentor colleagues to help the team grow. 
• Deliver training material for NetApp employees and Partners

Requirements:

• Good written and verbal communication skills in English. 
• Good interpersonal communication and customer service skills. 
• Ability to work under pressure 
• Ability to 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. 
• Advanced knowledge of 
• UNIX/Linux System Administration 
• TCP/IP and Networking 
• Virtualization 
• Storage Administration 
• Network storage protocols 
• On-Call Support 
• Previous experience with case management systems 

Responsibility: 

• The types of tasks this individual is responsible for 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.

Education & Experience: 

A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience; and 3 - 5 years of experience in UNIX, Windows networking administration or technical support is required.