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Technical Support Engineer - 1st Shift

| Greater Boulder Area

Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

 

We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

 

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

 

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 SolidFire and HCI product lines. Support incidents can range from various hardware and/or software issues with SolidFire/HCI 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 center.

 

 

Essential Functions:

  • Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
  • Be responsible for monitoring and responding to alerts on customer systems
  • Raising support cases for alerts received by the SolidFire monitoring system or direct requests from customers
  • 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 management.
  • Collaborate with other Technical Support Engineers to 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 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.
  • 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.

 

 

 

 

Job Requirements

 

  • Ability to work well within a team
  • 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.
  • Strong experience with virtualized infrastructure and hypervisors (VMware, Hyper-V, Etc.)
  • Experience in configuring & troubleshooting distributed applications and infrastructure management software
  • Intermediate knowledge of
    • UNIX/Linux System Administration
    • TCP/IP and Networking
    • Storage Administration
    • Network storage protocols
    • Troubleshooting block storage access protocols (FC, iSCSI)
    • Troubleshooting file-based access protocols (NFS/CIFS)
    • Server / storage hardware troubleshooting
  • Previous experience with case management systems
  • Certifications in the following are a plus: VCP, CCNA, BCP, MCP

     

     

     

    Education

     

    Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent combination of applicable education/training/certifications (VCP, CCNA, BCP, MCP, etc.) and relevant professional work experience.

     

     

     

    So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

     

    If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

     

    We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite 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 and fitness centers. We also offer financial savings programs to help you plan for your future.  

     

    Join us and see what empowerment can do. 

    Read Full Job Description

    Technology we use

    • Engineering
      • C++Languages
      • JavaLanguages
      • JavascriptLanguages
      • PerlLanguages
      • PythonLanguages

    Location

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

    An Insider's view of NetApp

    What’s the vibe like in the office?

    Our office vibe is one of excitement. On one hand, there is always work to be done and a new project or product to be working on which helps keep the office thriving. On the other hand, we have a lot of fun! Whether it is over a surprise mini golf course in the office for April Fool’s Day, or a happy hour in the breakroom. We work hard & play hard.

    Kayte

    Workplace Resources Manager

    How do you collaborate with other teams in the company?

    I've always been a fan of walking around and socializing. I've worked with many of the people here at previous companies, so knowing so many people makes it easy to grab a lunch, find out what other teams are up to. We also put on a hackathon and encourage working with people from other groups. I talk to everyone!

    Dave

    Senior Performance Engineer

    How does the company support your career growth?

    NetApp is very proactive in providing the opportunity to investigate, apply for & interview for, other openings within the company. Furthermore, the opportunity to work on various technologies comes often enough I feel like my skills are always up to date with current technology trends.

    Kenton

    Tech Lead – Solutions Quality Interoperability Testing

    What unique initiatives do you have that encourage innovation?

    Def hackathons! Lot of good initiatives have come out of these. We are also starting a couple of initiatives. One is centered around connecting our engineers with our customers so that they can help bring the perspective as we are solving complex problems. We are also looking at connecting passion to the opportunity.

    Tina

    Sr. Engineering Manager, Cloud Infrastructure

    How do you empower your team to be more creative?

    I try to focus on leading by objectives. Then give them freedom to do the work as they see fit. If I can respond to a request for advice, I’m there. If I can make a suggestion for a problem they surface, I’m glad to do that, but how they do their job rests with them.

    Kevin

    Engineering Manager

    What are NetApp Perks + Benefits

    NetApp Benefits Overview

    We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us! Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.

    Culture
    Volunteer in local community
    Partners with Nonprofits
    Friends outside of work
    Eat lunch together
    Open door policy
    Team owned deliverables
    Group brainstorming sessions
    Open office floor plan
    Diversity
    Dedicated Diversity/Inclusion Staff
    Highly diverse management team
    Unconscious bias training
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    NetApp offers competitive, comprehensive medical plans that enable you to get healthy and stay healthy.
    Life Insurance
    Basic Life and Accidental Death and Dismemberment (AD&D) insurance is provided by NetApp through MetLife at no cost to you. Both programs cover two times your pay, with a maximum of $1.5 million.
    Pet Insurance
    VPI Pet Insurance helps you save money on your pet’s health care. This is a voluntary benefit, which means you pay the full cost of coverage, but can take advantage of group discounts etc.
    Wellness Programs
    Your wellbeing journey begins with MyCompass. Powered by Jiff, is your digital sidekick, allowing you to choose your own adventure in achieving total physical, emotional and financial wellness.
    Retirement & Stock Options Benefits
    401(K)
    Opportunity to contribute through convenient paycheck contributions— including pretax contributions or Roth after-tax contributions.
    401(K) Matching
    Company match of 100% on the first 2% of pay you contribute, then 50% on the next 4% of pay you contribute (up to a maximum of $6,000 per calendar year). Immediate vesting on NetApp’s matching.
    Employee Stock Purchase Plan
    Become a part owner of NetApp by buying NetApp stock through convenient payroll deductions.
    Child Care & Parental Leave Benefits
    Flexible Work Schedule
    Family Medical Leave
    Family First NetApp is here for you when you need to care for the important people in your life. Our Family First program allows you to spend time with your family when it matters the most.
    Vacation & Time Off Benefits
    Paid Volunteer Time
    Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.
    Paid Holidays
    NetApp offers all employees paid time off to observe all major holidays.
    Paid Sick Days
    Accumulate up to 10 days of sick time each year to recover from illness or injury or to attend to the illness of a sick child, parent or spouse.
    Perks & Discounts
    Casual Dress
    Commuter Benefits
    Company Outings
    Game Room
    Stocked Kitchen
    Some Meals Provided
    Pet Friendly
    Professional Development Benefits
    Job Training & Conferences
    Tuition Reimbursement
    Diversity Program

    Additional Perks + Benefits

    We offer our employees a balance in a casual, yet fast-paced work environment. Standing desks, multiple monitors, customized workstations. Work-Life Programs - Time Off, Volunteer Time Off, Employee Assistance Program, Educational Assistance, Prepaid Legal Plan.

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