Technical Support Engineer
1 week ago
About NetAppWe 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 At NetApp we fully embrace and advance a diverse inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees customers partners and communities to foster a higher performing organization -George Kurian CEOJob SummaryWe at NetApp Inc are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers You will diagnose and troubleshoot software and hardware problems with respect to NetApp Storage Ultimately you will be a person our customers trust They will rely on you to provide timely and accurate solutions to their technical problems If you re a motivated self-starter possess strong customer service and technical problem-solving skills and be someone who embraces challenges simply we d like to meet you Primary Job Functions Provide Tier II technical support to enterprise clients Resellers and Third-party support providers on complex and escalated scenarios Provide troubleshooting and technical support via phone Web based tools and email During problem escalations act as a liaison between customers and Engineering support Collaborate with other teams and experts whenever required to solve complex technical issues Continuously develop skills leveraging several learning tools available at NetApp Inc Documents cases recommendations and resolutions clearly in the CRM system takes ownership of hot and or more political cases escalated from less senior engineersResearch document and escalate cases as needed Be flexible in working in shifts Able to address multiple customer issues simultaneously Directly support customers with exceptional verbal and written communication and troubleshooting skills Active participation in Knowledge base creation training and other documentation activities Job RequirementsRequired Skills Good understanding on RAID Concepts across the Enterprise Storage Good understanding of Complex Storage concepts related to SAN and NAS storage Understanding of Storage concepts like Deduplication Snapshot Provisioning boot process Encryption etc Conceptual knowledge on Hardware OS and Filesystem Knowledge on Cluster Architecture and High Availability in Enterprise Storage Strong understanding of Ethernet TCP IP routing FC and iSCSI protocols Understanding of Service Processor BMC iLO RLM functionalities Ability to diagnose complex problems and deliver root cause analysis across a stack of complex applications OS Network switching and Storage elements Desired Skills Any of NCDA CCNA CCNP Data Center SNCP EMCSA Certifications Hands on Ontap 7-mode Clustered administration Hands on NetApp System Manager OnCommand suite applications Knowledge on any Linux variant Working knowledge on popular hypervisors such as VMware Hyper-V or Xen Familiar with AWS or Azure infrastructure Key Behaviors Be passionate-about work people NetApp Be caring-for people and community Put NetApp first-ahead of your personal agenda-and lead by example Deliver on commitments Hold self and others to highest ethical and legal standards Ask questions to isolate the crux of a problem and remove peripheral noise Implement processes that are not burdensome Adaptability Be open and flexible have positive attitude toward change Avoid complacency Reinvent yourself take on new challenges outside of expertise Contribute and collaborate with other teams jump in to help others when asked Create environment of unity no personal agendas Be approachable inclusive accessible respectful and easy to work with Recognize the bigger picture and take initiative to solve problems Demonstrate sense of urgency strive to deliver beyond what is expected Target work at the highest-impact outcomes and activities prioritize Focus on task at hand avoid being distracted by the perfect process EducationExperience 4 years of experience in a technical support environment Education B E or B TECH graduate Computer Science E C I T E E from a reputed college Did you know Statistics show women apply to jobs only when they re 100 qualified But no one is 100 qualified We encourage you to shift the trend and apply anyway We look forward to hearing from you 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 NetApp
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