Job Summary

Organizations count on NetApp for cutting-edge ways to store, manage, move and protect their data. And we never let them down. Continually breaking new ground is norm here. We make sure of it with an open, collaborative culture that fuels fresh thinking. Right from day one, we’ll encourage you to share your views, challenge opinions and push boundaries. And thanks to mentoring and leadership programs that help you build on your personal and professional passions, you’ll develop your skills as fast as your ideas. 

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 NetApp products. Support incidents can range from various hardware and/or software issues with NetApp 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:

•Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport. 
•Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans. 
•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.
•Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

We invest heavily in new talent. Your energy and fresh ideas are vital to cementing our position as a market-leader. We’ll push you beyond your comfort zone with a belief that no idea is off limits. At the same time, you’ll have all the resources, mentoring and feedback you need to grow. What’s more, whatever your role, you can be yourself in a team that celebrates individuality and welcomes different perspectives.

Job Requirements

Requirements:

•Good written and verbal communication skills. 
•Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations. 
•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.
•Creative approach to problem solving.
•Basic understanding of the following protocols and applications: 
-NFS, the UNIX remote file sharing protocol
-CIFS, the Windows NT remote file sharing protocol
-SAN connectivity methodologies for storage systems
-TCP/IP and Networking
-RAID
-NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
-NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems
-The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)

Responsibility and Interaction:

•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

Must have graduated within the past 18 months or will graduate in May/June 2018 with a Bachelor's, Master's or Ph.D. degree in Computer Science, Computer Engineering, Electrical Engineering or equivalent degree

Equal Opportunity Employer Minorities/Women/Vets/Disabled.