Job Summary
As a Technical Support Engineer you provide support to customers, customer support personnel, and field support staff that is focused on advanced diagnosing, troubleshooting, repairing, and debugging NetApp products including hardware, software and multi-system/multi-vendor/multi-network interoperability issues. You respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, and you ensure delivery of optimal results. You must be a “take charge” professional, with demonstrated technical problem-solving skills, a subject matter expert and possess strong customer service orientation and experience.
Job Requirements
· 5+ years of relevant technical support experience.
· Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills.
· Capacity to proactively identify potential issues, raise concerns early, and propose innovative, preventative resolutions.
· Demonstrated ability to quickly learn new technologies and leverage them effectively in a customer-facing environment.
· Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.
· Strong written and verbal communication skills in English plus one or more of the following: Spanish, Italian, French, or German.
· Proven ability to mentor and coach fellow Technical Support Engineers, influence decisions, and share best practices with both immediate and adjacent teams.
· Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.
· Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.
Experience and Technical Expertise:
· Extensive, hands-on experience with networking protocols and storage technologies (e.g., NFS, CIFS, SAN, iSCSI, TCP/IP, RAID).
· Proven experience with NetApp Storage Systems (ONTAP 9 AFF/ASA/FAS, E-Series) and associated management tools.
· Familiarity with ancillary technologies such as DNS, NIS, and Active Directory.
· Expertise with a focus on performance troubleshooting, including diagnosing issues in NetApp systems (throughput, latency, high-load bottlenecks) and resolving performance challenges across environments such as high-availability configurations, UNIX/Linux or Windows systems, NAS/SAN, or enterprise applications (e.g., Exchange, SQL Server, Oracle, SAP).
· Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.
· Proven ability to collaborate with internal escalation teams and engineering to identify defects, influence technical strategy, and resolve challenging support issues.
