Escalation Engineer

Job Description

Technical Support Escalation Engineer: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging complex software or network systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

• Excellent written and verbal communication skills.
• Ability 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 challenge support processes and drive improvement
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Solid understanding of the following protocols and applications and troubleshooting thereof:
  • Storage concepts and infrastructure
  • Storage System operating systems such as Data ONTAP
  • Networking concepts
  • Storage related response times, network induced latencies
  • WAFL
• Basic understanding of
  • Windows and Linux Operating Systems
  • Virtual infrastructure
  • Remote authentication methodology and data collection on remote systems
• Knowledge of the following technologies will be considered an asset
  • Experience with analyzing system performance based on tool such as Perfstat/PerfArchives
  • AFF/FAS storage systems
  • Cloud Service management (AWS, Azure or Google Cloud)
  • NetApp / industry relevant certifications (i.e. NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc)
    

• Respond to situations where NetApp Technical Support Engineers have been unable to solve customer’s technical issues.
• Drive Escalations from a technical standpoint, adapting the communication according to the audience.
• Work collaboratively, internally and externally, with Technical Support Engineers, Senior Escalation Engineers, Management and customers in potentially stressful situations, while providing professional and courteous technical expertise.
• Creating documentation and post-mortem analysis of escalations.
• 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.
• Partner closely with TSM through to Sr Director level to identify knowledge gaps and create action plans to close them.

Interaction

• Ability to effectively with Staff to Vice President level employees within the function, across functions and with external parties.
• Ability to operate, drive results, and set priorities independently.
• The ideal candidate will be a proactive contributor and subject matter expert.
• This individual must demonstrate favorable results through regular leadership and influencing others.

• 5 – 8 years of experience in Storage Performance troubleshooting or equivalent related experience.
• A Bachelor of Science in Engineering or Computer Science; or equivalent related experience is required.