Senior Technical Support Engineer

Job Summary

As a Technical Support Engineer, you will provide support to customers, customer support personnel, and field support staff, focusing on advanced diagnosing, troubleshooting, repairing, and debugging NetApp products, including hardware, software, and multi-system/multi-vendor/multi-network interoperability issues.

You will respond to situations where first-line product support has failed to isolate or fix problems in hardware or software products, ensuring optimal results.

You should be a proactive professional with demonstrated technical problem-solving skills, subject matter expertise, and strong customer service orientation and experience.

Job Requirements

- 5+ years of relevant technical support experience.
- Proven ability to diagnose and resolve complex issues using advanced analytical and creative problem-solving skills.
- Capacity to proactively identify potential issues, raise concerns early, and propose innovative, preventative resolutions.
- Demonstrated ability to quickly learn new technologies and leverage them effectively in a customer-facing environment.
- Strong interpersonal skills to effectively manage stressful or ambiguous situations and deliver superior customer service.
- Strong written and verbal communication skills in English, plus one or more of the following: Spanish, Italian, French, or German.
- Proven ability to mentor and coach fellow Technical Support Engineers, influence decisions, and share best practices with both immediate and adjacent teams.
- Established track record of collaborating with senior internal and external stakeholders and contributing to cross-team initiatives.
- Create new knowledge base articles and improve existing ones for reuse throughout the Technical Support Center.

Experience and Technical Expertise:

- Extensive, hands-on experience with networking protocols and storage technologies (e.g., NFS, CIFS, SAN, iSCSI, TCP/IP, RAID).
- Proven experience with NetApp Storage Systems (ONTAP 9 AFF/ASA/FAS, E-Series) and associated management tools.
- Familiarity with ancillary technologies such as DNS, NIS, and Active Directory.
- Expertise in performance troubleshooting, including diagnosing issues in NetApp systems (throughput, latency, high-load bottlenecks) and resolving performance challenges across environments such as high-availability configurations, UNIX/Linux or Windows systems, NAS/SAN, or enterprise applications (e.g., Exchange, SQL Server, Oracle, SAP).
- Experience with virtualization (VMware, Hyper-V, Citrix) and cloud solutions, emphasizing performance issue detection under load.
- Proven ability to collaborate with internal escalation teams and engineering to identify defects, influence technical strategy, and resolve challenging support issues.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

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

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 enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favourite 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. Finally, we provide financial savings programs to help you plan for your future.

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

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