Technical Support Engineer

Overview

Join to apply for the Technical Support Engineer role at NetApp.

We are looking for an experienced technical support specialist who excels in diagnosing and troubleshooting complex software and network systems, providing top-tier assistance through various channels. The ideal candidate should be skilled in addressing escalated issues, collaborating with engineering teams, and enhancing products. Proficiency in customer installation, training, and knowledge base management is essential, along with a dedication to fostering positive customer relationships in a technical environment.

Responsibilities

• Diagnose and troubleshoot complex software and network systems; provide top-tier customer support through multiple channels.
• Address escalated issues and collaborate with engineering teams to improve products.
• Assist with customer installations, training, and knowledge base management.
• Foster positive customer relationships in a technical environment.

Qualifications / Requirements

• Good understanding of storage concepts and infrastructure
• Database principles (MySQL)
• Networking concepts (DHCP, TCP/IP, UDP, SNMP, packet traces, etc.)
• Windows and Linux operating systems
• Hypervisor (Hyper-V/VMware)
• Remote authentication methodology (LDAP, SAML, etc.)
• Data protection and backups
• Storage protocols (iSCSI, FC, FCoE, NFS, SMB/CIFS)
• REST API methodology
• Knowledge of OnCommand products, NetApp Storage System OS (Data ONTAP), and related technologies
• Scripting or programming languages (Python, Java, Perl, etc.)
• Experience with support tooling and logs (perfstat, packet traces, ASUP logs, etc.)
• NetApp High-Availability (HA) technology
• NetApp/industry certifications (i.e., NCDA, NCSE, CCNA, RHCA, VCP, MCSA, etc.)
• Kepner-Tregoe and Knowledge-Centered Service (KCS) methodologies
• English plus German, Italian, or Hebrew language skills (B2+)

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

Your Profile

• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field, or equivalent work experience
• 2+ years of experience in a relevant technical support role
• Good written and verbal communication skills in English and German, Italian, or Hebrew (B2+) and English
• Strong interpersonal communication and customer service skills for high-stress or ambiguous situations
• Aptitude for learning new technologies and applying them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem solving

Employment and Culture

NetApp embraces a hybrid working environment with in-office expectations shared during the recruitment process. We provide comprehensive medical, dental, wellness, and vision plans, educational assistance, and savings programs to support your future.

Equal Opportunity Employer

NetApp is committed to Equal Employment Opportunity (EEO) and complies with laws prohibiting employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, or any protected classification.

Why NetApp?

NetApp is a specialist in a world of generalists, focused on elevating the world's biggest clouds. We are data-driven and empowered to innovate. We value trust, integrity, and teamwork to make a difference for customers, partners, and communities. We support a healthy work-life balance and offer opportunities such as volunteer time off, comprehensive benefits, and professional growth.

If you want to help us build knowledge and solve big problems, let's talk.

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