Job Summary

We are open to relocating the right candidate to Boulder Colorado, where this position needs to be based.

As a Manager of Technical Support you provide direct supervision to Technical Support Engineers and Escalation Engineers in the function.  Technical Support Engineers work individually and as part of a team committed to diagnosing, reproducing, and fixing customer software and hardware issues.  They troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution.   Escalation Engineers provide engineering support, to large and strategically important customers, customer support personnel, and field support staff who are focused on diagnosing, troubleshooting, repairing and debugging NetApp products.  The Manager of Technical Support must possess excellent customer service skills and technology know-how needed to work successfully in high-pressure, time sensitive situations where customer satisfaction is the ultimate goal.   In addition, to be successful, you must have the ability to function successfully as a team leader, and desire to develop in a manager role.

Essential Functions:

• Provide direction and supervision to Technical Support Engineers and Escalation Engineers who provide the following support: 
  • Resolve Warranty, Top Enterprise and SupportEdge Premium customer problems via the telephone, the web or Autosupport.
  • Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
  • Create new knowledgebase articles to capture new learnings for reuse throughout the center.
  • Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
  • Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
  • Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
• Recommend departmental specific procedures and implement those that are approved.
• Ensure that department goals are met and approved budgets are attained.
• Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
• Participate in technical communication within the team and cross functional groups to define user support requirements, roles and responsibilities, and determine resources required for resolution of issues.

Job Requirements

• Excellent 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.
• A clear understanding of the product development cycle, technical requirements and project management.
• Experience with, or overall understanding of:
  • TCP/IP/Networking
  • Virtualization
  • Linux
  • Storage- ISCSI
• A strong understanding of concepts related to computer architecture through implementation.
• A demonstrated ability to function successfully as a team leader, and desire to develop in a manager role.

Responsibility and Interaction:

• Responsibility: 
  • This position is responsible for supervising/managing multiple tasks and multiple groups within a function.
  • The focus of this role is on implementing and control.
  • The potential impact of decisions made by this individual will be mostly operational.
  • This individual will apply attained experience and knowledge to address issues that are moderate in scope, and where analysis of the situation or of data requires a review of relevant factors.

• Interaction:
  • This individual must work effectively with Staff to Director level employees mainly within own function, however, will also sometimes work with employees in other functions and outside of direct area of responsibility. 
  • Utilizes people skills and available manager tools to help subordinates develop within their role and career; and builds an environment that supports cooperation and cohesiveness.
  • This individual must demonstrate favorable results through providing leadership to staff through mentoring, coordinating and advising.

Education

• A minimum of 5 years of experience as manager is desired.
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required.
• Technical skills and experience with storage ISCSi, Linux, Virtualization, TCP/IP and computer architecture are optimal experience needed but not required.
• Demonstrated ability to manage multiple projects is required.
• We are open to relocating the right candidate to Boulder Colorado, where this position needs to be based.

Equal Opportunity Employer Minorities/Women/Vets/Disabled.