Technical Support Engineer

NetApp

full-time

Posted on: 9/22/2025

Origin: • 🇨🇳 China

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Mid-LevelSenior

AWSAzureCloudLinuxUnix

About the role

Triage and troubleshoot NetApp systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
Read and analyze various system and application logs to determine where an issue is
Ask customers targeted questions to diagnose problems and provide timely solutions
Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
Provide timely updates to customers on status and progress of cases and properly set expectations
Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
Create and/or improve Support Knowledge Base to document issues, errors, and solutions
Ensure issues are documented thoroughly, clearly citing customer’s problem, business impact, troubleshooting steps, steps to reproduce the issue, resolution, and other pertinent information into CRM system
Understand conditions in which a field issue could be escalated
Collaborate with downstream teams to resolve technical issues

Highly proficient written and verbal communication skills
Ability to work under pressure and respond calmly in high stress situations
Bilingual skills on “Korean and Japanese”, both verbal and written communication
Desire to constantly learn and work on ever evolving and emerging technologies
Team oriented individual that can also work independently, in office and remote, with minimal supervision
Ability to provide complete step by step troubleshooting instructions both verbally and in writing
Proficient problem solving, troubleshooting, and diagnosis skills
Basic technical understanding in two or more of the following areas: Computer hardware or software; Storage; RAID; Networking; NAS; SAN; Authentication; Encryption; Cloud (Google Cloud, AWS, Azure); Virtualization; Performance (Resource utilizations or infrastructure bottlenecks); Windows; Unix or Linux
AI fundamentals
Education: Typically requires no previous professional experience; Bachelors or Masters Degree