Technical Support Engineer - First Shift 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

As a Technical Support Engineer, you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging NetApp products. Support incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues.

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

*** This position is for Week Day Shift, which consists of the following schedule: Monday thru Friday 7:00am to 4:00pm, or possibly 9:00am to 6:00pm local time. The opportunity can be locatedin Research Triangle Park (RTP), NC or Wichita, KS.***

Essential Functions:

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  Resolve customer problems via the telephone, the web or AutoSupport.

  
  


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

  
  


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  Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers.

  
  


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  Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.

  
  


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  Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.

  
  


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

  
  


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

  
  


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  Begin to focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.

  
  

Job Requirements

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  Solid written, verbal,interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and/or ambiguous situations.

  
  


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

  
  


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  Ability to follow standard engineering principles and practices.

  
  


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  Creative approach to problem solving.

  
  


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  Basic understanding of the following protocols and applications:

  
  
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    NFS, the UNIX remote file sharing protocol

    
    
  
  
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    CIFS, the Windows NT remote file sharing protocol

    
    
  
  
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    TCP/IP and Networking

    
    
  
  
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    RAID

    
    
  
  
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    NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)

    
    
  
  
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    NetApp solutions developed around specific applications involving E-Series and/or FAS storage systems

    
    
  
  
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    The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)

    
    
  
  
  
  

Responsibility and Interaction:

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  Responsibility
  
  
  • The types of tasks this individual is responsible for are a mix of structured and unstructured tasks.
  
  
  • This individual will apply attained experiences and knowledge in solving routine to moderately complex problems.
  
  
  
  

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  Interaction
  
  
  • This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required.
  
  
  • General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities.
  
  
  • The ideal candidate will be an important contributor or lead on team projects.
  
  
  
  

Education

Typically requires a Bachelor's degree and a minimum of 2-5 years of related experience; or equivalent combination of relevant education/training and applicableexperience in a professional work environment.

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.