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Technical Support Engineer
2 months ago
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 the NetApp AFF, FAS and Hybrid Cloud product lines. 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, 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 centre. This is a hybrid role.
Job Requirements
- Troubleshoot complex issues related to NetApp FAS/AFF product line and customer environments and associated NAS protocols (CIFS, NFS).
- Respond to post-sales customer support issues via phone, email, web, or chat or internally via ActiveIQ Automated Case Generation.
- Research customer issues and provide recommendations and action plans.
- Collect and analyze multi-platform logs to identify root causes of problems.
- Focus on addressing the root cause rather than just treating symptoms.
- Collaborate with other Technical Support Engineers to find solutions for customers.
- Publish new knowledge base articles for customer and support center use.
- Share best practices and provide guidance and support to level 1 and level 2 colleagues.
Education
- 2+ years of experience in UNIX, Storage administration or technical support.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience.
- Fluent in English & German.
- Passion and ability to learn new technologies in a fast-paced environment.
- Work well in a team environment and be a proactive contributor to team development projects.
- Creative approach to problem solving and demonstrate a ‘can-do’ attitude.
- High ability to multi-task, manage workload and define priorities based on business impact of issues.
