Academy - Technical Support Engineer at NetApp in Research Triangle Park, North Carolina

Job Description:

About NetApp

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

Job Summary

About NetApp

We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

Job Summary

In a world full of generalists, NetApp is a specialist. We're focused on one thing, helping your business get the most out of your data. NetApp brings the enterprise-grade data services you rely on into the cloud, and the simple flexibility of cloud into the data center. Our industry-leading solutions work across diverse customer environments and the world's biggest public clouds.As a cloud-led, data-centric software company, only NetApp can help build your unique data fabric, simplify and connect your cloud, and securely deliver the right data, services and applications to the right people-anytime, anywhere.

The Sales, Support and Services (S3) Academy is a 2-year global development program for Early-In Career talent who aspire to become the next generation of NetApp Leaders, Sales Professionals and Technical Pioneers.The S3 Academy focuses on helping top talent reach their full potential by providing an initial 90-day training program. The training immerses participants in the software, systems and cloud technologiesthat are helping shape the world today and tomorrow. We invest heavily in new talent. Your energy and fresh ideas are vital to cementing our position as a market-leader. We'll push you beyond your comfort zone with a belief that no idea is off limits. At the same time, you'll have all the resources, mentoring and feedback you need to grow. What's more, whatever your role, you can be yourself in a team that celebrates individuality and welcomes different perspectives.

We are seeking anenergized,self-motivated, team playerto work in a fast-paced, high-pressured,dynamicenvironment providing remote technical support to NetApp Customers, Partners,andField Engineers viachat,phone, email, and remote sessions.

The Technical Support Engineer (TSE) role focuses on diagnosing, troubleshooting, anddebugging technicalproblems associated with NetApp Hardware and Softwareboth on premises and in the Cloud. A TSEwillrespond to situations where first-line product support has failed to isolate or fix problems in thefieldor the TSE may act as that first line of troubleshooting. TSEs are expected to be able to handle multiple concurrent issues while documenting all pertinent information pertaining to troubleshooting and resolving issues via CRM. TSEs will capture and record all knowledge learned via the NetApp Knowledge Base.

Job Requirements

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  Proficientwritten and verbal communication skills

  
  


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  Ability to work under pressure and respondcalmly in high stress situations

  
  


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  Desire toconstantlylearn and work oneverevolvingand emerging technologies

  
  

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  Team oriented individualthatcanalsowork independentlywith periodic review,in office andremote

  
  


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  Ability to provide complete step by step troubleshooting instructions bothverbally and in writing

  
  


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  Basicproblemsolving and diagnosisskills

  
  


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  Entry-levelunderstanding inoneor moreareas:

  
  

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  Computer hardware and software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud, Virtualization, Performance, Windows,UnixorLinux

  
  

Responsibilities

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  Triage and troubleshoot NetApp systems and productsviachat, phone, email and remote sessions with customers, partners, and internal field engineers

  
  


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  Read and analyze various system and application logsto determine where an issue is.

  
  


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  Ask customers targeted questions to diagnose problems and providetimely solutions.

  
  

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  Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action

  
  


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  Provide timely updates to customers on status and progress of cases and properly set expectations.

  
  


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  Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier

  
  


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  Createand/orimprove Support Knowledge Base to document issues, errors, and solutionssorepeatedproblems can be solved quicker.

  
  


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  Ensureissuesare documented thoroughly, clearly citing customer'sproblem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent informationinto CRM system

  
  

Education

Typically requires 0 to 3 years of relevant/industry experience.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.



We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.



If you run toward knowledge and problem-solving, join us.

If the Company determines this role will be performed in Colorado, the starting salary for this position is $68,400. This role could be eligible for comprehensive benefits including: Medical, Dental, Vision, Life, 401(K), Paid Time off (PTO), Company bonus, and Employee stock purchase plan.Final compensation will be dependent on various factors such as location, qualifications, certifications, relevant work experience and other factors, consistent with applicable law.

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