Senior Process Engineer
Gray
Escalation Engineer
NetApp
full-time
Posted on:
Location Type: Hybrid
Location: Morrisville • Kansas, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $118,000 - $155,000 per year
Job Level
SeniorLead
Tech Stack
CloudDNSNFSUnix
About the role
- Respond to situations where NetApp product support TSE has been unable to solve the customer’s technical issues
- Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
- Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise
- Work with customers and other NetApp technical teams to define and frame technical problems, determine solutions to problems reported, and assist customers in implementing the resolution
- Provide technical feedback to engineering concerning product changes and enhancements, or design, reliability, maintenance problems, or bugs.
- Work with development engineering to enhance product features based on customer issues
- May be called on-site to assist in complex technical solutions requiring changes to core functionality and systems operation
- Create tests, tools, and diagnostic procedures for use by product support personnel
- Partner with TSM to identify gaps in knowledge and create solution plans
- Share performance knowledge with team members via training sessions
- Create documentation and post-mortem analyses of escalations
Requirements
- 8+ years of professional experience
- Intimate knowledge of NetApp Solution Support Process and NetApp products and strategy
- Ability to challenge processes and drive change
- Proven performance troubleshooting skills and successful corrective action implementation
- Incorporate KCS workflow into normal day-to-day problem analysis and resolution
- In-depth knowledge of: NetApp AFF/FAS OnTap Core Platform and WAFL functionality, NetApp Cluster implementation, NetApp Cloud Products and implementations, Performance monitoring and troubleshooting tools such as AQIUM, Graphana, PerfArchives (PA)
- Identifying Utilization, Latency, Through-put, Bottlenecks, and other Delay Centers using PA ASUP, EMS and other data collection and analysis tools
- Network setup and troubleshooting tools
- NAS and/or SAN storage and surrounding infrastructure.
- Network Attached Storage protocols (NFS/CIFS/iSCSI) and related required protocols (DNS, NIS, and Active Directory)
- Strong understanding of: Data Protection, Backups, SnapMirror, Virtualization, StorageGrid, FabricPool RAID and storage systems
- Troubleshooting block storage protocols SAN storage and surrounding infrastructure (Brocade,cisco, virtualization)
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- Data Ontap operating system and NetApp clustering
Benefits
- Health Insurance
- Life Insurance
- Retirement or Pension Plans
- Paid Time Off (PTO)
- Various Leave options
- Performance-Based Incentives
- Employee stock purchase plan
- Restricted stocks (RSU’s)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
NetApp Solution Support ProcessNetApp AFF/FAS OnTap Core PlatformWAFL functionalityNetApp Cluster implementationNetApp Cloud ProductsPerformance monitoring toolsAQIUMGraphanaPerfArchivesData Ontap operating system
Soft skills
relationship buildingprofessional communicationproblem-solvingcollaborationtrainingprocess improvementstress managementtechnical feedbackdocumentationanalytical thinking
