Technical Support Engineer

Technical Support Engineer

As a Technical Support Engineer on our 2nd Shift ESeries/Grid/ONTAP Core/DP/Performance team you will provide technical support to customers, customer support personnel, and field support staff, focused on diagnosing, troubleshooting, repairing and debugging the NetApp Eseries/Grid/ONTAP Core/DataProtection/OnCommand and various suite of NetApp product lines. Support incidents can range from various hardware and software issues with NetApp FAS/AFF/Eseries/SAN/NAS/SolidFire storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues. To be successful in this role, you take pride in being a motivated self-starter and self-learner, and possess a strong customer service mentality. This role will provide you with an opportunity to develop your technical skills by learning and supporting infrastructure built for the next generation data center! Opportunity can be located in Research Triangle Park (RTP) NC, or Wichita KS. This is a second shift position.

Essential Functions:

• Respond to post sales customer support issues, raised by the customer via phone/email/web/chat, or internally via Active Support.
• Be responsible for monitoring and responding to alerts on customer systems.
• Raising support cases for alerts received by Active IQ/AutoSupport monitoring systems or direct requests from customers Via Phone calls, Web tickets, Technical chats or other electronic means.
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans.
• Technical troubleshooting of customer environments on a variety of NetApp Hardware/Software products.
• Collection and analysis of multi-platform logs to identify issues and determine root cause
• Case management:
• Collaborate with other Technical Support Engineers to quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of your specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center.
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications

Job Requirements:

• Ability to work well within a team, exhibiting strong written, verbal, interpersonal communication, collaboration, and customer service skills
• Ability to work under pressure and manage multiple work streams
• 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.
• Analytical approach to problem solving.
• Experience in troubleshooting methodologies
• General knowledge of several of the following:
• Operating systems including Linux and Windows
• NFS, the UNIX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• Cloud platforms such as Amazon Web Services, Google Cloud Platform, and Microsoft Azure
• Experience with containers, especially Docker or Kubernetes (highly desired)
• Troubleshooting block storage access protocols like FC and iSCSI
• SAN connectivity methodologies for storage systems
• RAID and NetApp storage system operating systems such as Data ONTAP or E-Series Operating System (EOS)
• NetApp solutions developed for applications involving E-Series and/or FAS storage systems
• Server and storage hardware troubleshooting
• Basic networking concepts including TCP/IP
• Use of tools, logs, and support utilities to analyze system issues (e.g., perfstat, packet traces, ASUP logs)