Escalation Engineer
NetApp · Posted Sep 28
Hybrid cloud data services, enterprise storage, and cloud operations solutions
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About the role
NetApp is an enterprise storage and data infrastructure provider whose services are natively embedded in Google Cloud, AWS, and Microsoft Azure, supporting workloads from traditional applications to enterprise AI. The escalation support team handles customer and partner issues with UNIX-based backup for enterprise applications such as Oracle and SAP. This role takes over cases that first-line support could not resolve, delivers occasional technical training, and reports design, reliability, and code issues back to software engineering.
What you will do
- Provides technical support to customers and partners on UNIX based backup for applications (ORACLE, SAP etc.).
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Occasionally designs and deliver technical training/brown-bags.
- Reports design and reliability problems or code issues to software engineering
Skills used in this role
What the employer is looking for
- Good written and verbal communication skills.
- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.
- 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.
- Creative approach to problem solving.
- Understanding of AI tools , systems and practices
- Solid understanding of the following protocols and applications: UNIX/Linux configuration, administration and technical support
- Microsoft Windows environment configuration, system administration and technical support
- The interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutions
- SAN connectivity methodologies for storage systems (FCP/iSCSI)
- TCP/IP and Networking
- Additionally, 1 or more areas of expertise such as:
- Server, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer ...)
- Backup Solutions with enterprise applications
- Snapshot/ShadowCopy technology
- Network Attached Storage protocols experience (NFS/CIFS) and related required protocols (DNS, NIS, and Active Directory)
- Education IC - Typically requires a minimum of 8 years of related experience.Mgr & Exec - Typically requires a minimum of 6 years of related experience.
Benefits and support
- Flexibility to balance professional ambition with personal life
About NetApp
NetApp, Inc. is an American data infrastructure and data management company that provides unified data storage, integrated data services, and hybrid multi-cloud operations solutions to enterprise customers. Founded in 1992, the company empowers global enterprises to manage applications and data seamlessly across on-premises environments and major public clouds. NetApp specializes in intelligent data infrastructure, cyber resilience, and AI-driven data optimization.
- Industry
- Cloud Computing
- Company size
- 11700 employees
- Founded
- 1992
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Funding
Public Company
Leadership
Chief Executive Officer
Executive Vice President and Chief Financial Officer
Executive Vice President and Chief Product Officer
President
Chief Technology Officer
Recent coverage
Business Wire
NetApp and Oracle to Launch Fully Managed Cloud Storage Service for Demanding AI and Enterprise Workloads2026-09-29
Reuters
NetApp at INSIGHT 2026: bets on ai-era data infrastructure2026-09-29
NetApp Newsroom
NetApp Recognizes Winners of 2026 North America Partner Awards2026-10-02
Database Trends and Applications
NetApp and Oracle Partner to Provide Fully Managed Cloud Storage Service2026-10-07