Graduate Technical Support Engineer

NetApp

full-time

Posted on: 9/23/2025

Origin: • 🇨🇳 China

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Entry Level

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 root cause of issues
Ask customers targeted questions to diagnose problems and provide timely solutions
Research documentation and knowledgebase articles and collaborate with team members to determine troubleshooting course of action
Provide timely updates to customers on status and progress of cases and set expectations
Prioritize and manage multiple open issues and determine when to escalate to next tier
Create and improve Support Knowledge Base to document issues, errors, and solutions
Ensure thorough documentation of issues in CRM including reproduction steps and resolution
Understand conditions for field escalation and 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
Can demonstrate 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
Typically requires no previous professional experience
Bachelors or Masters Degree