NetApp, a market leader in all-flash data storage systems, is looking for talented team players to join its SolidFire division in Boulder, Colorado. Born out of the largest cloud infrastructures in the world and purpose built around the problem of delivering high performance applications from a multi-tenant infrastructure, we have revolutionized the way forward-thinking companies acquire and deploy storage solutions. NetApp counts some of the world’s largest enterprises and cloud service providers amongst its current customers, and the pace of growth has accelerated once we became a part of NetApp in February 2016. 

As a Technical Support Engineer, you’ll work on cutting edge technology supporting NetApp SolidFire’s All-Flash Storage Solutions for the Next Generation Data Center. You’ll be a member of a technical support team and responsible for resolution of remote support cases from our customers. As a Technical Support Engineer, you’ll support customers via email and phone with a focus on diagnosing, troubleshooting, repairing and debugging NetApp SolidFire’s 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 have a passion for technology. 

NetApp strives to hire smart, talented, dedicated employees who are willing to do whatever it takes to get the job done. Our SolidFire division, located in beautiful downtown Boulder, CO, offers our employees a fulfilling work/life balance in a casual, yet fast-paced work environment. We provide a full range of benefits. Our team is world-class and represents one of the hottest opportunities in the technology sector today. Come join us in building the Next Generation Data Center!

Job Requirements

• Resolve customer’s technical support problems via telephone and email. 

• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
• 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. 
• Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. 
• Document case details in Case Management system. 
• Manage customer issues, escalating to next Support Tier when appropriate. 
• Participation in weekly staff meetings. 
• Production of knowledge base articles and documentation material. 
• Some travel may be required (less than 15%) to accommodate customer on-site visits when necessary. 
• Occasional training delivery duties may be required to address learning needs for new employees or internal/external customers. 
• Additional duties may be assigned.

Education and Experience

Must possess or be pursuing a technical Associates degree with experience or Bachelor's or Master's Degree in Computer Science, Electrical Engineering or an equivalent degree