Technical Support Engineer - NAS

Job Description

As a Technical Support Engineer you provide support to customers, customer support personnel, and field support staff that is focused on diagnosing, troubleshooting, repairing and debugging NetApp products. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a “take charge” professional, with demonstrated technical problem-solving skills; and a subject matter expert; and have a strong customer service orientation and experience.

Essential Functions:

• Respond to situations where NetApp product support has been unable to solve customer’s technical issues.
• Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise in order to most quickly facilitate solutions for customers.
• Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.
• Create new knowledge base articles to share information and best practices for reuse throughout the Technical Support Center.
• Focus on NAS - protocol specialization and build technical expertise in these areas.

Requirements:

• Good written and verbal communication skills in English and German
• Ability to troubleshoot difficult technical issues with strong commitment to deliver excellent customer service experience.
• Ability to follow standard engineering principles and practices.
• Passion and ability to learn new technologies in a fast-pace environment.
• Work well in a team environment and be a proactive contributor to team development projects.
• Creative approach to problem solving and demonstrate a ‘can-do’ attitude.
• High ability to multi-task, manage workload and define priorities based on business impact of issues.
• NetApp Storage and software experience especially on the NAS area.

In-depth knowledge of:

• Solid understanding of the following protocols and applications:
  • NFS, the UNIX remote file sharing protocol
  • CIFS, the Windows NT remote file sharing protocol
  • TCP/IP and Networking
  • Name services related network protocols such as DNS, LDAP or NIS
  • NetApp ONTAP Storage System operating systems
• NetApp solutions developed around specific applications involving FAS storage systems
• Usage of tools, logs, and support tools needed to analyze system issues (such as Perfstat, ASUP logs, etc.)
• Ability to use a network packet trace analysis tool like Wireshark and read traces pertaining NAS specific network protocols
  

• NetApp hardware platforms and peripheral devices
• Data ONTAP operating system and NetApp High-Availability (HA) technology
• UNIX/Linux configuration, administration and technical support
• Microsoft Windows environment configuration, system administration and technical support
• NAS and/or SAN storage and surrounding infrastructure such Network Attached Storage protocols experience (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
• Performance issues relating to NetApp storage solutions
• NetApp Cluster-Mode Storage Solutions and related technologies of the Interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) .
• Server, and Desktop Virtualization Solutions (such as VMware, Microsoft Hyper-V, Citrix)
• Managing infrastructures in Hyperscalers such as AWS or Azure
• NetApp Storage Management Software Suite.

Responsibility:

• The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches.
• This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation.
• Demonstrate good judgment in solving problems as well as identifying problems in advance and proposing solutions.

Education & Experience:

• 3-5 years of experience with UNIX, Windows, or networking administration with preferably 2 years of experience with NetApp systems.
• 2 years experience in troubleshooting and customer facing roles
• A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.