Technical Support Engineer - Second Shift

Job title: Technical Support Engineer - Second Shift in North Carolina at NetApp

Company: NetApp

Job description: Job SummaryAs a Technical Support Engineer on our 2nd Shift ONTAP Core/Virt team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp ONTAP Core and Virt/ONTAP Select/ONTAP Tools For Vmware product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.Essential Functions:

• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active

Support.

• Be responsible for monitoring and responding to alerts on customer systems.


• Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.


• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.


• Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.


• Collection and analysis of multi-platform logs to identify issues and determine root cause

Case management:

• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.


• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex

or falls out of your specific area of expertise.

• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the

most effective solutions to customer issues.

• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.


• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications

Job Requirements

• Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills


• Ability to work under pressure and manage multiple work streams


• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.


• Ability to follow standard engineering principles and practices.


• Analytical approach to problem solving.


• Experience in troubleshooting methodologies


• General knowledge of several of the following:

Operating systems including Linux / WindowsNFS, the UNIX remote file sharing protocolCIFS, the Windows NT remote file sharing protocolCloud, Amazon Web Services, Google Cloud Platform, Microsoft AzureExperience with Containers - especially with Docker, or Kubernetes (Highly Desired)Troubleshooting block storage access protocols (FC, iSCSI)SAN connectivity methodologies for storage systems.RAID -NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)NetApp solutions developed around specific applications involving E-Series and/or FAS storage systemsServer/storage hardware troubleshootingBasic Networking concepts TCP/IP and NetworkingThe usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) Responsibility and InteractionEducationTypically requires a Bachelor's degree and a minimum of 2-5 years of relevant experience; or equivalent combination of applicable education/training/certifications (AWS Azure, Google Cloud, etc) and years of applicable experience in a professional work environmentCompensation:

The target salary range for this position is $78,795 - $117,260. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU's), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Expected salary: $78795 - 117260 per year

Location: North Carolina

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