Technical Support Engineer - First Shift

Job Description

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.

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.

*** This position is for Week Day Shift, which consists of the following schedule: Monday thru Friday 7:00am to 4:00pm local time (RTP / Eastern or Wichita / Central). This position is open to candidates in Research Triangle Park (RTP), NC and Wichita, KS. ***

• Resolve 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.

• Solid written, verbal, 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
  • 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.

Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent combination of relevant education/training and applicable experience in a professional work environment.

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.

Equal Opportunity Employer Minorities/Women/Vets/Disabled