Technical Support Engineer
NetApp · Posted Oct 26
Hybrid cloud data services, enterprise storage, and cloud operations solutions
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About the role
NetApp provides enterprise-grade data storage and cloud services, including storage services embedded natively in AWS, Azure, and Google Cloud. The Cloud support teams handle partner escalations and technical troubleshooting for customers running workloads in AWS environments. This Technical Support Engineer - FSx role diagnoses and debugs storage, file system, and networking issues, reports bugs to engineering, and trains tier1 support partners.
What you will do
- You will deliver high-quality solutions to partner escalations through email, phone and chat, and meet priority-based SLAs.
- You are responsible for diagnosing, troubleshooting and debugging complex software, file system or network systems in an AWS environment.
- You are responsible for reporting design, reliability and maintenance problems or bugs to NetApp engineering teams located across the globe.
- You have the opportunity to drive issue mitigation with our tier1 support partner and deliver workarounds or solutions.
- You are responsible for training our tier1 support partner and enhancing team processes and workflows based on data.
- Create new knowledge base articles to share information for reuse throughout the Technical Support centre.
- Share best practices with Technical Support centre staff and learn about new technologies and complimentary storage applications.
- Mentor colleagues to help the team grow.
- Deliver training material for NetApp employees.
Skills used in this role
What the employer is looking for
- A minimum of 5 years of experience in technical fields such as Tier 2/Tier 3 support services, handling customer technical support cases through phone/email/chat.
- Clearly identifiable Amazon Web Services (AWS) experience.
- Solid understanding of the following topics and troubleshooting thereof: Storage and networking infrastructure, Windows and Linux file services (ie. NFS and CIFS/SMB), AWS console, compute, storage, networking and debugging tools.
- Strong command of the English language; both written and verbal communication skills.
- Excellent interpersonal communication and customer service skills are needed in order to work successfully with Tier 1 support partners 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.
- Experience in working with Enterprise customer globally.
- Willing to put in time after hours as needed, as well as handling weekend on call functions.
- Typically requires a minimum of 5-8 years of related experience with a Bachelor’s degree; or 3-5 years and a Master’s degree; or equivalent combination of applicable education/training/certifications and relevant years of professional industry experience.
- Must: AWS experience
Preferred qualifications
- Preferred: AWS Certified
Benefits and support
- Compensation and benefits are detailed in the job posting
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
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