NetApp

Technical Support Engineer

NetApp

full-time

Posted on:

Location Type: Office

Location: Morrisville • 🇺🇸 United States

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Salary

💰 $79,050 - $117,700 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCitrixCloudKubernetesLinuxMS SQL ServerOracleSQLUnixVMware

About the role

  • Provide technical support to customers, customer support personnel, and field support staff
  • Focused on diagnosing, troubleshooting, repairing and debugging the NetApp AFF, FAS and Hybrid Cloud product lines
  • Troubleshooting complex issues related to the BlueXP and Cloud Volumes OnTap product line
  • Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via ActiveIQ Automated Case Generation
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Collection and analysis of multi-platform logs to identify issues and determine root cause
  • Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers
  • Escalate cases to Escalation Engineers when the problem is too complex or falls out of your specific area of expertise
  • Publish new knowledge base articles to share information for reuse by customers and Technical Support Center personnel

Requirements

  • Strong written and verbal communication skills in English
  • Experience in troubleshooting methodologies
  • Must have expertise in two or more of the following areas:
  • - NetApp Cluster-Mode Storage Solutions and related technologies
  • - Data ONTAP operating system and NetApp High-Availability (HA) technology
  • - NetApp Storage Management Software Suite
  • - NetApp Data Protection Software and related backup technology
  • - Performance issues relating to NetApp storage solutions
  • - UNIX/Linux configuration, administration and technical support
  • - Microsoft Windows environment configuration, system administration and technical support
  • - NAS and/or SAN storage and surrounding infrastructure
  • - The interoperability of enterprise applications (such as Microsoft Exchange, Microsoft SQL Server, Oracle, and SAP) with NetApp storage systems and solutions
  • - Server and Desktop Virtualization Solutions (such as VMware, Microsoft HyperV, Citrix)
  • - One or more cloud solutions: AWS Cloud solutions, Google Cloud solutions, Azure Cloud solutions, Cloud orchestration (K8s)
  • - Data tiering concepts
  • - NVMe-oF BMC & IPM
  • 3 – 5 years of experience in UNIX, Storage administration or technical support.
  • A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.
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
troubleshooting methodologiesNetApp Cluster-Mode Storage SolutionsData ONTAP operating systemNetApp High-Availability technologyNetApp Storage Management Software SuiteNetApp Data Protection SoftwareUNIX/Linux configurationMicrosoft Windows environment configurationNAS storageSAN storage
Soft skills
strong written communicationstrong verbal communicationcollaborationproblem-solvingcustomer support